Standard Bank App service fail

On the 22 June 2020, my mother leaves me a message to urgently call her, so I quickly log onto Standard Bank's app and purchase airtime. The amount goes off but I never receive the airtime. I use my wife's work wifi phone (which has very bad quality) and I call the Service Center., thinking my issue would be resolved ASAP. After all the security checks he tells me its he will have an answer for me by the 29 June 2020. The call quality is very bad, so I ask him to send me and email confirming what he said to which he refuses (obviously, who has time for emails these days). I ask to speak to a manager and get put on hold for 10 minutes and then get routed back to the start. By some miracle I get through to the same gentlemen who obviously denies I just had a conversation with him. It is now the 30 June 2020, I have still not received my airtime and not a word from Standard Bank.