App airtime purchase not received.

Nedbank, you offer a chat facility on your app. I used it on 26/10/2019 to query why when I had purchased a R100 vodacom airtime voucher on the 25/10/2019 I did not receive it. I chatted to someone names Mohammed. I heard nothing back. I again queried the progress on your chat function today and was told the matter would be re-escalated. Now all this time clearly nothing was being done. I chatted to Mervin today who said he was going to take some ass action whatever that means. I don't need ass action so can you please tell me whether I'll be receiving the airtime or a refund. That's all I need and it shouldn't take weeks for something so simple. The reference number for the complaint is ***6. Cheers.