Worst Service and poor account handling

Worst Service ever! They debited our wallet account the amount we paid for our sponsored ads after the monthly subscription debit order was processed, and they keep saying they are investigating. When we request to speak to their finance department, they say, finance department does not take calls? We are running a loss on potential sales due to our sponsored ads being stopped and the balance not being credited. Who then should incur the costs of loss? Will takealot reimburse us for the inconvenience suffered? Ticket # #***0 is still unresolved. Even now, they keep saying it was escalated. when I asked to whom and who is handling the matter, there was no answer. The only answer you get is that the finance team is investigating, and they don't take calls; there is nothing you can do about it. It's email after email, but with no progressive update or outcome. When will the matter resolve and who do we escalate to? Who will give us an answer and how long will we wait to get our refund /credit?