hold and cold water purchase but no token received

Good Day, I purchased hot and cold water on the 27th of Jan 2025 from easy pay via website (www.easypay.co.za) for R1450 like I normally do every month. The transaction went through successfully from Fnb account however the status failed and I did not receive the token. I sent the email with proof of payment, meter number details. Date of purchase and screenshot of error received to *** . A consultant by the name of Caroline Sifumba rep**** asking me ( amount and date of purchase) and I rep**** yet again with error screenshot from the easy pay app, my hot and cold water meter details, date of purchase, proof of payment from Fnb app and there has been no response after since 27 Jan. I called the call centre and I was told I’m gonna be refunded in 24 hours until now I have not been refunded and received any feedback from the consultant ( Caroline Sifumba). Everyday I call, Her colleagues tell me me she will reply or call me back but she never does. I have never in my life received such bad service or dodged by the supplier. I have been ****med or ****** of R1450 by Easypay