Poor customer care

I purchased airtime using the Bidvest bank mobile app on Monday the 4th of April 2020, but the airtime has not reflected on my account. I purchased 50+30 rands of airtime for the number *** and 50 rands airtime for my number ***, which I registered to my Bidvest bank grow account. Till date 5th of April 2020 the purchase has not reflected on either one of the numbers above. I have received purchase confirmation messages on the day of purchase “4th of April 2020” and day after “5th April 2020” but have not received the airtime. On 7th I logged a fault on the telkom app and received a call a few hours later, the person assisting me asked for my email, cellphone number and other details and said he would send me an email to try and resolve the matter but ever since then I’ve never gotten assistance. On the 11th of May 2020 I went to a telkom store at tyger valley mall in Brackenfell and asked for assistance, I was told they cannot deal with the matter at the store so the gentleman assisting me took my number and said I’d receiver a call in thirty minutes but until today the 8th I haven’t received the call and the matter has not been resolved. I wonder which customers are prioritized since it has taken a week for a problem that was caused by the company to resolved.