I need my money back

I tried to purchase prepaid electricity on my app and received a message that i should try again later. I tried later but still nothing, eventually i stopped trying .

To my suprise money was deducted all the time. I tried chatting to a consultation on whatsapp who was not helpful. She said i should check my tokens but i did and the app showed that i last purchased over a month ago. Meaning all those transactions did not go throught.

All i want to know is when will my money be refunded