Capitec electricity tokens not working

I purchased electricity on the App. The tokens were split in 3. When I entered them it ayas reject 13 and Prd_loc. I called the number and spoke to Luyando. She then sent through a case to be investigated with a turnaround time of 24 - 48 hours. Reference number: ***. Nobody contacted us when I go on the whatsapp I'm Told by a robot it is still pending investigation. I have mentioned that I am low on units now I have 5 units left soon to run out. I am a pensioner which I also mentioned and need to know how this matter is not urgent. I just need the money refunded in order for me to buy somewhere else. Can someone please attend to this matter urgently. I called again this morning and was told there is no time frame for this and they would email the previous agent that assisted me. I need answers today about this matter. I cannot have my home without electricity if it is not loadshedding. PLRASE HELP!