Money deducted without refund

I don't know if I'm the only one that this is happening to or if I'm just unlucky seeing that it's not the first time that this has happened to me. Yesterday I bought a 150 rand worth of cell c airtime via fnb cell phone banking and still haven't received it, it's been longer then 24 hours already and to no avail as yet, money has been deducted from my account and it hasn't been refunded seeing that I never received my airtime waiting longer then 24 hours, I called the contact centre and wasted more of my money seeing that I stayed on the line for more then 10 minutes waiting for an agent to answer my call, this is unacceptable and would like to know when I'm getting a refund of monies that was deducted from my account and the money I spent trying to get hold of a agent to solve my problem that was caused by inadequate service.