Easy to pay, difficult to get a refund

Last week Friday I bought prepaid electricity on the eservices website (eservices.capetown.gov.za). Although it allowed me to pay, I was not issued with the token number and instead got an error "Processing Error Encountered" instructing me to wait 30 minutes for an email with the token or if I did not receive it, to contact the City Of Cape Town. Early the next week I logged the issue with the City Of Cape Town and was contacted by Reyana from EasyPay the next day. She instructed me to fill out a form for the refund which she would send me by email. On receiving this I discovered I needed to get the bank to stamp and verify my banking account before I could get a refund. This is not something I have ever had to do with any other company before I got a refund and just seems like a way for them to delay payment while they get interest from my money and inconvenience me even further. Now I should go stand in a queue at a bank in order to get the refund they owe me? As I said no other company I've dealt with has inconvenienced their customer like EasyPay seems to. I emailed Reyana again suggesting maybe she could give me my electricity instead, but she says due to "strict compliance reasons" this is the only way they do refunds and they cannot give me my electricity. This is unacceptable.