Please give my money back!

Am shocked at the service I received from Vodacom the last few weeks. I have been a vodacom prepaid user for 20 years. On the 26/11/2020 I used the vodapay master pass app. to buy electricity for the amount of R200,00 the money went off my account immediately. The voucher was not received. I called the call center and they advised that the matter would be investigated. A email was received from the customer care department confirming my query has been received. A second email was received requesting I email my bank statement as proof the payment, my cell number and I.D number for verification. This was done. Yesterday I received and email from Vodacom saying that my service ticket EC-1ZCi_3J4CL3 has been closed. I have not received the electricity voucher I have not received a refund. The customer care line is always busy your wait 15 min to speak to someone. This is not good service.