Electricity token not received but money deducted

<p>I purchased electricity via internet banking, the page hangs when I enter my security token code, suddenly it says "too many invalid attempts" and logs me out. The money is deducted, but I received no electricity token. So I call customer support, the guy asks me to verify my identity, I answer all his questions correctly, and he says my identity cant be verified. He also didnt allow me to repeat the information and didnt tell me which information was apparently incorrect, and says I have to go to a branch, which I am unable to do. I cannot believe this absolute BS.</p>