Bogus token

I bought electricity on the 4th of October 2018, I tried to load it on the 5th as my power had run out. The token I had bought on the 4th did not work. I then enquirer from FNB and they gave me a reference number ********** Q. I also called meter mate (the meter company). They told me the token does not exist and that it was not generated by them like the others I had previously bought. I then contact FNB and they even know the token number but it still does not work. They say they will investigate and let me know within 24hours . It takes longer than that for them to get back to me, but the bogus response I receive from them is that I must contact the municipality and find out why my meter is not taking the token. There is nothing wrong with my meter, it works. The problem is the BOGUS token provided by FNB which they do not want to acknowledge, instead try to switch the blame. I use them to buy electricity all the time and I have never had such issues, I don’t understand why this is my fault as the meter number has not changed. They just need to give a proper working token or refund my money