Electricity purchase

I have bought electricity on my Edgars account on 24 October 2024 and 16 November 2024 but never received the tokens. I have contacted them and got the following reference numbers: GN *** and GN *** When you follow up they keep on telling you that they have not received feedback and will escalate the query but up till today the matter remains unresolved. I was also advised to email my query to *** with proof that the transactions when off against my account, which I have done on 12 February 2025 and received reference ticket:#12837 with a promise that a service representative would contact me in 24 hours, but again it was just another empty promise. Really, how long does it take to investigate 3 transactions and reverse it? I will not use this service provider again or recommend them to anyone.