Telkom cheating people during the lock down

Why is that when you call the telkom mobile call center, the agents don't bother to do what they said they will do. On the 26-04-2020 I purchased airtime using my banking app, the money was deducted, but the airtime was not credited on my phone, I then call the call center and I was advised to send an email of the proof of payment and my query will be resolved in 48 hours. I sent an email of my statement to *** but she doesn't bother to respond and I still don't have my airtime.

Now I would really like to know, why put a system in place that is not there to service people, or does telkom mobile enjoy getting bad reviews on social media and hello Peter.