Telkom wi fi bundle not received and money taken from customer

Purchased LTE wi fi on the 16 Jul 2024 via the Telkom app as per usual, this method of purchase was being done for the last 3years. During the purchase transaction the app had errored out with a fault, this was after I had completed the banking transaction on my Debit card. The purchase went off my bank account of R499, I have proof of this however the wi fi bundle was never received. I went into the Sandton City Telkom branch to enquire and resolve and they were only able to log a fault. The fault case no is ***4. I was receiving calls on Sunday 21 July 2024 which i could not attend to and thereafter via sms was advised the the case was resolved. The case was never resolved as I did not receive the bundle or neither was the payment reversed. Called Telkom again this morning and was advised the the case was closed as I did not answer the call from Telkom on a Sunday. This is extremely poor service from a service that is much needed and a person is dependent on. The agent proceeded to explain that another case needs to be logged. I am completed disgusted by this level of service and feedback. I need this payment reversed immediately as no bundle was received. Telkom needs to work on their moral obligation to customers as well as their pathetic app which is unreliable.