Utterly appalling service from VODAPAY

I received utterly appalling service from the vodapay app. I bought bus tickets for a funeral on the 5th of April I did not receive the tickets however my account was debited R960 I was promised a refund that to date still not received. I had to purchase 2 more tickets from money that had to go to burying my dad. I expected a refund as promised within 72 hours. I contacted vodapay once again today I was advised my refund is still pending with their back office. There has been no communication or contact unless I made contact with vodapay. I'm highly disappointed in the service. I've been with Vodacom for over 15 years I expected a bit more interaction regarding my complaint or at least have vodapay stick to their word and have my refund reflect back after 72 hours as promised