National Lottery customer service provides no customer service at all. #disgustedcustomer

I called the National Lottery mobile app customer service last night at 21:54 for some assistance. I spoke to a young man, who didn't want to disclose his name. I called them because I money had been debited from my bank account after attempting to top up my wallet on the app via eft but the money never reflected in the mobile app. So I explain this to him, and what I believe he was deliberately not speaking clearly into the phone and mumbled that I should email my proof of purchase to an email address that he half of whispered to me over the phone. And when I asked him to spell it for me, he rushed through it, still not speaking clearly enough. I was then so disgusted in this person's arrogance I asked him for a reference number for the call, he blatanly refused as he said he will not be logging anything in his system cause he is providing me with info(which he actually did not do at all). I kept on insisting I wanted a reference number and he kept refusing. I'm disgusted in this service I received. I feel as though this money was ****** from me, because aside from sending 2 emails and then following up with a call, I have still received no joy. I will no longer be using this app because it seems that this lottery is just as ******* as our government under our previous president.