FRUSTRATING SO CALLED INTERACTION WITH FNB

I purchased a R1000 electricity token on my FNB account on the 10th June, which is a standard procedure. I finally made a plan to reach the meter which has now been fitted next to the DB Board but it's quite high, but when I went to retrieve the token - 15th June (5 days later) - it says that the Service Fee is R999.22 and there's no token to be found ???? I am now trying to talk to Lerato on the app and it 'reminds me to respond to her last message' which was that she's 'going to access and check for me'? Now she's telling me that the token number is not reflecting ..... this has got to be a joke!!!!! Thats why I contacted them in the first place! Come on FNB - I expect more from you