Networks Money ******* - Telkom

I made a recharge in December 2020 I think on the 17, the amount of R18 as a top up. The money got deducted from the bank however Telkom didn’t top up my airtime, I called the following they told me they had technical issues but my details will be sent to the back office team. Two weeks pass, called again they told me now that it’s not their problem I have to sort my issues with the bank, went to the bank they told me money was already paid to Telkom they can’t reverse something like this. Called Telkom again now I was furious the other girl built a case on my file with the case number ***6 this was on the 4 January 2021, today is the 11 February 2021 till now nothing from Telkom, hence they told me it’s takes 24hours. Are we dealing with ***** network?, where we recharge and they ***** our money without reimbursing us?