Bought airtime but It wasn't loaded by Telkom

I bought airtime on the 25 October 2024 using my bank app. To this day that airtime was never loaded. I phoned my bank to see if they can reverse the money and they said they could not I must speak with Telkom. I tried several times to phone them but all their customer care number were not taking me to a call centre agent. I have been to the Hillcrest branch twice and they said they would request a call back for me. First time I did not recieve and call back. Second time they phoned. Soon as I mentioned my issue they said they would call me back. They never did. I phoned again and they said the system is down they would request another call back. Apart from poor network connection from time to time I must say I am very dissapointed at the service we recieve from Telkom. All I want is my R100 back or they must load the airtime I bought.