Incorrect payment fees charged

I topped up my app wallet on the 18th October via instant EFT using my Capitec bank account (not using a credit card) and was charged a 3% payment fee for the transaction. I made a similar purchase on the 8th October and was charged the 1.75% payment fee. I contacted the agents using the STSS app on the 18th and was told that I would be contacted by 4pm on the same day. To-date the query has not been resolved. I cannot get through telephonically, and I can no longer send messages on the app. I chatted to Gift and Leslie. A query like this should not take this long to resolve.