Bad service they don't deserve even the star I gave them

So I made an eft payment via my capitec app to fund my Hollywoodbets account. It was my 1st time using this method normally I'd buy a Voucher and load it. Now the problem is I was debited from my bank account yet my Hollywoodbets account is not funded and then I wrote to their online chat box and I waited for almost an hour and Zandile Xulu only sent me a automated message that i didn't understand when I wrote that I don't understand she didn't reply for about 10mins until I decided to just rate the conversation and left. I'm so disappointed.