Fnb APP purchase

On the 2 Jan 2020, I purchased electricity from my FNB app. The token number I was issued said old when I tried to punch it into my meter. I then logged a call with Johannesburg City Power. They came to my house to check prepaid meter. No fault was found. They then check their system and the electricity token number was not registered on their system. I was then told I need to go the the place I purchased it from. On the 3 January 2020, I logged a call for FNB. Ref no. ***Q.On the 7 Jan I got a sms saying they got my call they on it I will hear from them no later than 24 Bussiness hours. So on the 10 January I have not heard from them so I called again. Only to be told they waiting on service provider. After the call I got another sms. Saying call in process waiting on service provider. On the 14 January still have not received any feedback so I called again. They still waiting on service provider. So my question to FNB is how do I have to wait. How much more do I have to spend on electricity. How many times will have to call you guys for my problem to be resolved. And why should I wait for working hours and what does that actual mean. Why should I wait for you guys to solve my problem during working hours. When I can use the App any time of the day or night. I have now waited 64 hours if your working hours is 8 hours a day. If your working hours is 12 hours a day then I have being waiting for 96 hours. But it seams that your working hours is 2 hours a day that why my call is still outstanding you still have 8 hour before it reaches 24 hours. I need my electricity and I need it yesterday.