Poor after sales service

I bought electricity on the FNB app on the 3 of November and never received the token number. I first tried the secure chat option on the app and a ticket was logged, day later I got an email say FNB us not responsible for charges ???? I did not ask about charges I just want the token. So I phoned the customer service number and was promised that the supervisor would escalate to get the token number and now on the 15th I still have nothing.