No token received for prepaid purchase

I bought prepaid electricity this afternoon, I still have not received the token yet the money is no longer in my account. I called the call center and the guy I spoke to told me he was escalating the matter and they would get back to me on Tuesday. I explained that that would not work for me as I was left with 4 units and I needed to make supper. He put me on hold and when he got back to me he told me he had escalated the issue to his superiors as a matter of urgency and that someone would contact me shortly. It’s been more than 5 hours. I understand that we are on lockdown, but it’s an extreme inconvenience that I had to endure. It is because of the lockdown that I rather opted to buy electricity from home using internet banking and this system has failed me. And it seems nobody cares because they have electricity and had a warm meal for dinner. I’m extremely unimpressed.