Ithuba client care failure.

At 11:23 on the 28 February 2022 I made an instant EFT payment through OZOW on the Ithuba web app. The deduction went off my Tyme Bank account but OZOW declined the transaction. I never received a refund for the transaction. I have complained to Ithuba per email but have not received any response whatsoever for over a week. This has caused a trust deficit on Ithuba's client care ethics and its 3rd party integrity. Financial transactions should be sacrosanct and should be handled with the utmost diligence by financial institutions contracted to huge brands like Ithuba. I expected better.