Abysmal ABSA

Purchased electricity on the app. Got debited the amount but was sent no tokens. Emailed Absa to report. No answer. Phoned call centre. Waited 15 minutes to get confirmation of what I already knew. I asked for refund and was told they could not do so. They said I must wait another 10 minutes for them to log a call. I said I would wait. Then they hung up the call. No further effort from ABSA to contact or resolve. Something not right at ABSA