Citiq Prepaid withholding monies

This company provides prepaid meters for water and electricity to property owners. Tenants then acquire their own tokens upfront, while the owner cover all the costs for that current month. Citiq prepaid state in their contract with the owner that they will reimburse the amount bought by the tenant to the owner, minus their monthly fees, within 2 days of the new month, in order to allow the owner to cover their initial costs. I am a pensioner with a tight budget and rely heavily on every cent of my income. My tenant bought 2 tokens during the last month- R950.00 & R180, of which Citiq only refunded R172.00 (R180 - monthly fees). They claim that the other amount does not show in their account and that the token was never used. The token was in fact used and we proved that to them. After several emails and correspondence, Citiq seems to be stalling the matter, as we have had no joy from this matter.