Broken VodaPay app and unhelpful support

On Thursday 19 September I attempted to purchase a data bundle for another number on the VodaPay app. I double checked the number before paying and it was correct, however, the data bundle was sent to my number instead. I immediately contacted their support which was useless, they told me the data cannot be removed and the money cannot be refunded.

I then attempted to purchase the data bundle again, triple checking that the number was correct, yet it was sent to my number again. I contacted their support again which was slightly more helpful this time, they escalated my query and I was told I'd receive a reference number (which I didn't) and they only phoned me back at 22:05. On the call they asked me if the data had been changed to the correct number, I checked and it had not been.

I didn't hear back from them after that so I contacted their support again on Saturday 21 September. I had to re-explain the issue as I didn't have a reference number (even though it should be on their system related to my number). I was transfered between departments and made to believe that the issue was me entering the incorrect number even though the VodaPay app has been changed recently and they can't fathom that the issue is with the app. I again asked that the data be removed from my number and the transactions reversed but I was told they're unable to do it and have to escalate it to someone who can only contact me in 9 days from now.

How is such a big company so *********** when it comes to removing data from a number, reversing a transaction and fixing their app?