8 days and no token for prepaid electricity

On 1st November I purchased pre-paid electricity from citiq who manage the prepaid meters at home. When the meters were installed citiq provided us with a FNB bank account number into which we should do an eft and a code would be sent via sms. The account number that they provided was supposed to be the most efficient and cost effective way to purchase electricity. For over a year this has worked seamlessly. However a purchase was made on 1st November but no token has been received. Having had no token I eventually emailed citiq on Monday 6th attaching the proof of payment. 5 hours later I received an email asking for the full bank account details of the account into which I transferred the funds for electricity. 2 days later I receive an email from the helpdesk advising that the banking account was incorrect and asking me to explain how/where I got the number. I responded by emailing screen shots of all purchases made for the past year along with a screenshot of the account details into which I have been paying for electricity. I eventually called and asked to speak to the customer service representative that I had been dealing with via email. Not getting a favourable or understandable response I asked to speak to the customer service manager. Donald then transferred me to Thatelo who just reiterated the information supp**** by Donald. Thatelo confirmed that there was an internal issue between themselves and the company who managed their tokens - Easypay. I enquired why I as the customer should suffer because of infighting between citiq & easypay? Why should I have to pay for calling them to sort this out and why should I sit without an electricity token for 8 days?