Electricity bought Refund

FNB is a bad bank because we bought electricity through there app on the 01 May 2019 the transaction was unsuccesfull as we got a sms but the money was taken off our account on the 01 May 2019 no voucher number was given and the sms the money would be return into our bank account after lots of phone calls we ended up going to the branch is Sunward Park where they where very helpfull but they could not do any thing as the headoffice must refund the money and it is a week later still no money we have kids in the house and no electricity not that FNB care about this. I will never use their app for electricity again