Electricity problem with Capitec Bank

I bought electricity using the Capitec Bank App on Thursday at 09h50. The token is still not working. I spoke to Mfundo who **** and said she escalated the matter, I just found out that she did not. I then bought electricity using FNB app and I worked. Capitec refuses to issue me with a new token or a refund. I called again this morning and was told that they're escalating the matter and cannot give me a turn around time. How does Capitec provide a service and fail to be accountable for it?