I bought the electricity using the Capitec app on the 27th August 2025, I did not receive the voucher however they took the money on my account

I bought the electricity using the Capitec app on the 27th August 2025, I did not receive the voucher however they took the money on my account. I sent a query using the app, I have not received response from them until last week Friday when I decided to DM them. Their response was “ Your investigation could not proceed because you did not agree to the fee. You may contact *** for any further queries”. No one told me about the fee and also how much is it. Why do I have to pay the investigation fee because you are the one who did not send me the voucher? It’s not like I lost the voucher so I’m requesting you to resend. Capitec is a ****, last week you deducted R2s on our accounts.