Electricity purchase going wrong

On the 1ste of August about 20h00 I bought electricity of R900.00 on my FNB app. The money immediately was deducted from my chq account, but until today I have not received my sms with token number. I contact the helpline - what a waste of time, because you stay on the line for 20 minutes before someone answers - then they have no clue and put you through to next person and you wait for 20 minutes. I was told to lock a complaint on my online banking. I did it twice. I also mentioned my problem on FNB's facebook and was promised 5 working days to resolve my problem. I went to the municipality and they have proof that no money was received or purchase made. Therefor it is safe to say FNB took my money. After numerous emails I still get standard emails from them promising me they will contact me - NOTHING!! Everytime it is 5 working days!!! Today is the 13th of August and still no answer. Really pathetic. If you struggle with my "small" problem for so many days I do not want to know how you handle "big" problems. I am a client for 25 years, but lost my trust totally in them. All I am asking is to give me my money back. I will never use your app again. Rather safe than sorry - will buy my electricity from Checkers.