Invalid electricity voucher

On the 22 June 2021 purchased a r400 electricity token off my capitec app. I received the voucher number but it did not work. I called capitec and was advised that my query will be attended to within 48 hours. I made numerous calls to capitec and still received no joy. I called the municipality who have confirmed that the voucher number I received is not on their system. To date I have still not received a refund or a new voucher number