Failed transaction but money was taken off account

I have been struggling to get a hold of this company via phone and email since November 2023. Nothing, no response at all. I bought prepaid electricity to the amount of R1420 and to this day the system just shows failed technicians aware. But nothing has been resolved. No units received for the amount purchased and also no refund received. I demand that someone get into contact with me as this is basically like *****ing if it is not resolved with either a token for the amount purchased or a refund made.