Data paid for an not received.

My daughter used Internet Banking to buy a 10g data bundle valued at R650 on 17/03/2018. No data arrived on phone. On 19/03/2018 she went into the branch who told her they "probably" couldn't reverse the transaction so the data should come through in 2-3 days. Today 23/03 there was still nothing, so she went into the bank and called the Internet banking help line. The call was dropped after 15 minutes. Was given priority assistance, received case number and sympathy but no refund or data. Told to wait another 2-4 days. Then as she had very little left in her account, was offered a loan. This added insult to injury.