Poor service.

On the 08th November 2021, i bought R500 electricity via Citiq website using instant EFT. The money was deducted from my credit account but no tokens issued. Communicated the matter to Citiq on the 09th November 2021, they requested proof of payment of which i send the bank statement which clearly shows the transaction only to find out they don't consider bank statements as proof of payment after i called them to follow up on the matter. Now my meter box is at zero, i am expected to pop out more money and buy electricity as they wait for "proof of payment" and i have to spend money and travel to the bank to get the proof of payment that they want. Basically i will be using R200 more to get R500 electricity which i paid for fairly so. The inconvinience created here is terrible and for a company as big as Citiq not to accept bank statement from a reputable bank, does not make sense to me at all. All i get is"unfortunately we do not accept bank statements" I have never been so frustrated in my entire life.