Incompetence

So on Friday 25 October, I recharged my phone with a R25 airtime using my Nedbank banking app. The transaction was successful and the money went off my account, however my airtime was not allocated. When I enquired with Telkom, I was told to enquire with Nedbank, which I have. I was told the same thing I already seen on my app that my transaction was successful. Again when I reverted back to Telkom, I'm being told about investigation as the network was off Friday and I must provide bankstatement? Like really ? Who's fault is it? A screenshot of my transaction from my banking app is not good enough now they wanna invade my privacy by requesting a bankstatement for their incompetence? Ridiculous really.