Poor service

On the 30/09/204 I bought r600 prepaid electricity using the bank app but didn't receive the tokens numbers so I call the bank helpline and I was told to wait for 48 hours which I did. I was then told they don't know what went wrong they will need to escalate to Investigation team. Results came back stating reason of not receiving the tokens numbers is because the prepaid meter number is in arrears I must contact the municipality which I did and I was told meter number not in arrears and no purchase was received by them for r600 on the day of purchase. Capitec bank then advised will do another investigation again. Told is 27/09/204 I'm still waiting for the results of they investigation. When I do follow up they give this and that excuses.