NO Electricity Token, but Money Taken. No Help or Refund

You lot are frigging useless when it comes to queries. I purchased electricity a week ago via the app. I did not receive a voucher, there is no record on the Electricity history of the purchase but my money is gone and appears under transactions. I logged a query on the 16th of September. I have not received a response to date. I called the contact Centre this morning and I was sent from pillar to post being transferred from one person to another and each claims it's not their departments responsibility. Mind you, I have to explain everything from scratch to each person I'm speaking to. I'm tired. No one wants to take accountability.