Electricity Token not received but was charged.

I am very much disappointed by this capitec bank

On the 31st December 2023 purchased prepaid electricity and I didn't receive a token but I received an error that there is a problem with municipality, I expected the money to be reversed by 24hours but nope when I check my transaction history it still shows that money was taken

Sent them whatsapp and agent advised that it will be reversed and turnaround time passed without anything

Sent second WhatsApp they escalated my matter but im so shocked the turnaround time it's 7 days.

What are they investigating because my municipality confirmed that any transaction that was done on the 31st is not pulling through on their side which means the problem is with capitec not my municipality.

So capitec needs to decide whether they refund me or get me my electricity token coz currently I don't have electricity I'm even scared to purchase the electricity on the app.

I need urgent assistance with this matter