Poor customer service

I always use the FNB app to buy prepaid electricity however today I was ****med by FNB the money left my account but I was not provided the top up token like I always do and with that being the case I was left without electricity with small kids at home for the whole day I tried consulting FNB but I did not get any assistance until now, I was not refunded the money now was a given my top up token such poor service from FNB and I have been banking with them for years hence I am really disappointed with the service received today.