Bad experience from using the app

I bought electricity for R1000, then when I tried to get the token it was never produced. I need my money back so that I can be able to buy with it. I was told that I might get something like a voucher back or maybe my money back yet I need my money. I don't understand why were not notified that we can't buy electricity because now I spent my money for nothing. The reference number for this matter is 467573.