********** deduction

I bought airtime using Mtn app with my bank card. Money was deducted and no airtime was received. Called into the call centre and I was told to go to the mtn store with my bank statement of which I did. No help came from that. I was looked at as if I was mad. Called customer care again and an agent by the name of Dimakatso told me she's gonna transfer my call but sent me to a voicemail. Can I have my money back.