African Bank, pay me back my R500

Since September 2021 I’ve purchased electricity and never received it from my credit card account. Got sent a token but it didn’t have units, asked for my money back was declined refund by the financial division advising I owe on my prepaid account. Service provider advised I don’t owe them and I sent proof of that to Given the person responsible for my inquiry since he closed it without my consent or agreement that I’m satisfied by the conclusion. I need to pay me back my money R500.