Prepaid Electricity - Capitec app

I purchased an electricity voucher via my banking app on 2nd September and did not receive the token but the amount of 150 was deducted from my account. I immediately called the call center and was advised that the amount would be reversed, two follow up calls later, I'm now told that the token was not generated due to arrears, and I must contact the municipality. Please note, I purchased a second 150 at Spar the same day and received the token with no arrears indicated!!!! Truly disappointed and while 150 is not much, the inconvenience of punting the app to make purchases and then taking no accountability when things go wrong is truly disappointing.