Bad service

On the 20th November 2018 I purchased airtime worth R200 from my FNB Banking app, Money was debited from my account but not credited on my cell phone number. I contacted telkom and was first given an incorrect email then called again got the correct one, I have been sending my bank statements to prove the transaction even contacted my bank. No help has been provided instead they busy telling me to wait for 72hours which has already lapsed.