Airtime bought but not airtime received

On Saturday 19 December i purchased R100 8ta via my cellphone banking. I never received any airtime. On 20 December i contacted the service center which advises me to go to my bank even though i informed her i can see the money has gone off my account. Well she says i cannot do much because i cannot see anything. Monday 21 December i again purchase R12 just to see if it goes through this time, again the money goes off but no airtime. I immediately go to Capitec in Cape Town and there they confirm again that the money has gone off. The agent at the bank spoke to someone in the service center and she in turn gave the following ref nr ***4 and advising me i need to wait 72 hours so it can be escalated, yes i understand that there are procedures but since i paid for the airtime on the 19th already i expect to have something i paid for.<br> <br> I am not prepared to wait 72 hours and i want to be compensated for the inconvenience and also either reverse my money or send the airtime.