Telkom refuses to process

I bought a 1GIG data bundle using my banking app.

the funds went off my account but i did not receive the data. Telkom SA then sent me an sms stating " Dear valued customer, we received you recharge request and apologize for the processing delay. Your reference number is [MR0013FMIG] Kind Regards, Telkom"

I use the online chat this morning and spoke to Roxanne, who advised me that i bought a daily bundle which is active. I tried to explain to her that i am aware of that but i would like to know what is happening with the data i bought. She told me that there is no 1GIg bundle but a daily bundle. and further went on to say that she will escalate the query and ended the chat.

I then received an SMS saying that i need to go to the bank.

HOW IS IT THE BANKS FAULT !!! TELKOM IS THE SERVICE PROVIDER NOT MY BAN****

i have been with telkom for over ten years and this is the thank you i get.

I need answers !!!