Airtime refund

I bought airtime with my banking app for me and my husband on the 25 April 2025,until today I haven't received anything.when I call them they tell me to call my bank which I did and the bank says they can't reverse that money I must call telkom.telkom people tell me that they can't see that recharge on their because I used a banking app so there's nothing they can do to help and I have a proof of those purchases.