Lack of Service

We have an LTE package that costs an arm and a leg and on two separate occasions we have purchased data and Telkom has taken our money and not given us the data. On going into the store they have confirmed that no data was topped up and told us to get the money from the bank. We told them that it doesn't work like that they would have to provide us with documentation indicating that they had not delivered on the data. It is 3 weeks later and I have not received any feedback from them nor a case number. This is not service - you cannot take our monies and not provide a service.