Defective FNB app and no customer service

Defective FNB app when purchasing electricity. On the 6th of December this year I attempted to purchase electricity tokens, as I do on a monhtly basis, in the amount of R2000 through the Buy Electricity platform on the FNB app. All steps were followed correctly and the purchase seemingly was finalised. However, despite the money being deducted from my account, I am yet to recieve any tokens.I am out of pocket and nothing to show for it. On the 7th of December, and manybtime follow ups thereafter, I contacted the helpline of FNB and were diverted to the App call centre and to this day no resolution has been reached and they provided no outcome and outside of their alleged timeline of resolving disputes, to this day no contact has been made by the bank to advise me on the refund or anything for that matter. Even visits to the Sasolburg branch were fruitless.Their app was defective and I as consumer cannot pay for that and all I want is my money back or the tokens but no assistance from a bank that slogans "How can we help You".