Standard Bank poor service

I have been having a problem with Standard Bank concerning a R800 lotto ticket which I had bought on the banking App. I am a prestige client by the bank and phoned the prestige help line to sort out the problem. The problem is that I bought the ticket and never received the numbers. When you buy a ticket it creates a V number to show the purchase. I gave the bank this number, the date of purchase and still they cannot help. A call was logged which would have been completed in 2 days which was not completed. I phoned them the next day and was on the phone for an hour and a half to try and sort out my problem, they said they would get back to me and never did. I phoned them again the day after that and was on the phone with them for more than 2 hours and the same story that they will get back to me and again they never did. How difficult can it be, if the ticket was created send it to me and if not refund my money. Standard Bank has really poor service when it comes to their prestige clients. Think twice before buying lotto tickets from them on the App you will waste your money.