Easypay app system error while payments are processed

I purchased electricity for R800 last week through the Easypay app, but an error message occurred stating that the system was offline. Despite this, the transaction went through. I promptly contacted customer service and provided the necessary proof of payment, which was a bank statement and the first 6 and last 4 digits of my card. The person handling my issue told me that he would escalate the matter to the finance department and would take 2 days to resolve.

However, when I followed up after the promised timeframe, I received no answers, and I was simply told to wait further as the matter is still with finance. This is unacceptable. I made this purchase out of necessity, and the lack of urgency or concern for my situation is deeply disappointing. Their approach to customer complaints needs significant improvement as such occurrences require a prompt resolution. I cannot wait indefinitely.