worst service

I am very displease at the service from Tymebank. I reported a incident where I tried to do a Transaction at a Pick n Pay but the transaction did not go threw but the amount was still taken from my account yet no money was given to me by the cashier as their system did not complete the transaction. I reported the incident on the 25/09/2019 and I have called every day since and still nothing has happened and I have not been reimbursed the amount into my account, I called again today and the consultant advised me that it has not yet been assisgned to someone to investigate. That is totally unacceptable as it is now 8 working days later and I have not even received a call or my case has not yet been looked into. Case number G-52038