WORST CUSTOMER SERVICE EVER

On the 6th April, Capitec was contacted by my husband regarding a invalid electricity token that was sent to us on the 2nd of April, which we bought through his banking app, just like we do each and every week. Up to now, we have not had any feedback regarding our token. The value of the token was R150.00. I feel this is unacceptable and the worst service ever from capitec bank. We received a reference number ***5. My husband phoned back on Friday to find out as to what the outcome was of the investigation, as we were told that it would take 7 days to investigate. We have been sent from pillar to post on this, and lost R 150.00 due to lack of assistance and also ***********s' staff, rude and very un-helpful. My husband works on the road and doesn't have his phone with him all the time, when I called to ask what was happening, I was told by the lady, she cant help me. I think this is bull****. Due to this, my electricity ran out Thursday morning and I had to borrow money from work to buy electricity. You are clearly not the NO 1 Bank any longer. I demand that this matter get's resolved or I will be forced to contact your Financial Director on this matter. Token Number ******, ref ***.