NO response and NO resolve from Capitec Bank

On 22 December 2022 I purchased prepaid electricity through the Capitec Bank internet banking portal like I have done before. I received the SMS with the token number, but on pinning in the given token number no Units were loaded or added to my existing balance. There was also no error indication on the Meter. I tried the same pin again without success. I phoned the Capitec Bank number provided in the SMS ***) and spoke to one of the consultants, tried the token pin again with the consultant on the line, still no success. The consultant then informed me that the issue will be escalated and "they" will get back to me within 48 hours, which didn't happen. Today is 17 January 2023, I phoned again on 9 Jaunuary 2023, and again today, AGAIN told that they will escalate the issue and let me know within 48 hours? REALLY????

I managed to find and directly contact the (supposed) service provider, who immediately escalated it from their side (and THANK YOU GRC Revenue Management for your quick response - MUCH appreciated) and forwarded me these responses from Cigi Cell: "hi. This transaction was not done via us. it was done via Easypay and they have the meter linked to British Xabaya. Customer needs to log a query with capitec who needs to escalate to Easypay for resolution". I am informed by the service provider that the meter is wrongly linked (to British Xabaya?) and should be linked to GRC Revenue Management?

CAPITEC Bank, resolve this please!

Johan Bennet Redelinghuis