Data package by Homecloud

My debit order failed and I then requested Homecloud for assistance to pay cash. I was helped by Anele and Thobekile who both confirmed that they would sort out this issue. After 48 hours nothing has happened. Anele promised me on 03/02/2021 at 08h58. Sir your account will be activated in 3 hours. It is now almost 36 hours later and nothing... What's happening Homecloud, you got your money, so where is my service??