Standrd Bank

On the 31st of March I played lotto quick pick on my phone and the bank did not send me my numbers and reference like they always do.When I check my statement they charged me for the ticket and the fee. The next day I phoned the bank about the matter and they said they were going to resolve it and they sent me the service request number which was due in 3 days and they did not get back to me.After 7 days I sent the email to the bank and still no answer.it now almost 3 weeks.