FNB poor service and faulty prepaid electricity

I bought prepaid electricity on the mobile FNB app. I got a message with three codes that didn't make sense and was unusual. I tried loading electricity with the codes, but none of them works. I tried contact FNB on their secure chat on the app and it took more than half an hour to tell me to log a query elsewhere. I have not had a response to that query yet. I spent money buying electricity and didn't get it. Now I'm stuck without electricity.