FNB App -Poor Service

Firstly, YES their technology is well advanced and convenient but their customer service would never score a single star with me. I bought electricity via the FNB app about two weeks ago, I got an empty text with no token number. I have since been trying to get assistance from them with the grammy winning line of "We will find out from your municipality and get back to you" and I end up having to contact them again, same response. 2 weeks later, I am told I need to contact my municipality myself to get the electricity refunded - Who was the middle man? Who did I pay for service fees? I am not impressed at all with any kind of service I continuously receive from FNB, high charges that we pay for certain things but no great service whatsoever!