EasyPay - "******" funds

This rating is ONLY with regards to one recent purchase (I have only ever had 1 or 2 glitches using EasyPay in the past, all which were sorted). I purchased R900 prepaid electricity on Tuesday morning 2 February 2021, and apparently there was a glitch with the municipality's system and I didn't receive a token. EasyPay collected the R900 from my bank account on Wednesday 3 February 2021. It is now going on 10 days later and I have yet to either receive a refund or a municipal electricity token!! EasyPay repeatedly argued that they had not taken the money from my bank account, but that the funds had merely been reserved. I REPEATEDLY told them that that was NOT the truth as the money was Off my bank account, in tot, for good!!! My bank even had to get involved by phoning them to tell them that the money had indeed been collected from the bank/off my bank account by EasyPay, and that they were indeed in possession of my funds without providing me with a/the product/token in return. This needs to be sorted now as a matter of EXTREME URGENCY!!