Deposit frustration

On Tuesday 24th October 2023, I made a deposit of R600, I used Ozow as a payment gateway which then prompted me to go to my bank app to approve the payment through Capitec pay. This process doesn't ask you enter any reference number as this is normally by default picked and the money successfully goes to your Hollywoodbest account. Up to this date, that deposit has gone awol. I send the email to support, response from Noluthando Ndawonde came back to say I must wait for 24-48 hours, 48 hours passed, nothing, I emailed back almost 3 times, not response now, I only get automatic replies. Can someone please attend to this as i am frustrated where I am sitting. Ref to the call is ***4. your help is appreciated