Airtime issue

I purchased airtime via bank app, on the 4th of July 2020 but never appeared to my account until today. I Made a phone call, the first consultant told to speak to my bank. I did so, and the bank gave me the confirmation that they deposited the amount to Telkom for the voucher, valued at R40. I called them let them know that the bank had confirmed that they deposited the amount to them. The lady I spoke to game this email address: ***, to send bank statement. I did on the 7th of August 2020 but nothing happened. I made plenty of calls some promised me to escalate it with their team leaders, promised me it will be resolved in 24 hours. Still nothing happened. On the 7th of September I spoke to lady by the called Bandile, I asked to speak to her Manager, which was busy to speak to me. She asked Bandile to give me this email : *** to explain my enquiry, still nothing happened. I feel like I got ******.