Money gone from bank account but Ithuba wallet not credited

I'd give them zero if I could. I topped up my wallet with R277.60; the money left my account but my wallet was never credited. Emailed the info line but it's just silence from them.

Had the exact same problem in 2019, but the money reflected into my account hours later. But what I remember from back then was that they wanted proof of payment with the account number I paid into, and would not take a bank statement. How am I supposed to get proof of payment when I topped up using the app? So am I just supposed to except that R277,60 of my money is gone, through no fault of my own?

If you're going to make consumers jump through hoops to get refunds, at least make sure your app is prone to glitches.