City of Cape Town change tokens a mess

Re prepaid electricity meter update-I entered both key change tokens as instructed and both was rejected. Only to find out that I could not enter electricity voucher as the meter is blocked. I phoned Capitec, no clue what is going on. Phoned City of Cape Town, person gave me both key change tokens but swopped around, still rejected.!!! Have a reference number for assistance but sitting in the dark. Pathetic!!!