Technical error gone wrong

Why is it when I bought electricity through the banking app it gave me an error then said try again later as per usual fine I try again later and same error pops up. Check my balance no money was deducted then few minutes later the deductions reflect now for two purchases that never happened as no token was received whatsoever. I call the call centre and the lady guides me on where to look for the tokens for these purchases. As I try make use of these tokens they come back as used on the meter box. I call in again explaining everything and that the units have not been used as they aren't showing on the box at all and was advised to contact the municipality and I did just that and they say there is nothing wrong with the tokens so im very frustrated in all honesty and want my money back cause now im sitting with tokens that do not work of which the first error made me try again and got the same problem and lost out on my hard earned money so how do I get a refund cause it really unfair to make use of a service that you never even were able to fully utilise and just have your money go down the drain. There should really be an option to refund these transactions more so when your app gives an error only to go deduct money in the background for something you never received. Im not one to complain but this really has me frustrated!!!