Paid for Airtime with App - Vodacom Refused to Load my Airtime

I purchased airtime (R300) on 28/10/2020 vioa the Vodacom App paying with MasterPass. I noticed that the airtime was not added to my account and called Vodacom. The operator said that they have not received the money, yet I have proof the R300 has come off my bank account.

The operator said there is nothing he can do and I must go to may bank. What must I tell my bank? That I paid Vodacom R300 for a service which they refuse to provide? If Vodacom has issues with their payment system it is not my fault, or my bank's for that matter.

The fact is I paid for airtime using the Vodacom App and now I'm out of pocket for R300.