PRE-PAID ELECTRICITY FUNCTIONALITY FAULTY

I HAVE PAID FOR PREPAID ELECTRICITY ON 16FEB20 AMOUNTING TO R500. I RECEIVED THE PROOF OF PAYMENT AND THE MESSAGE THAT SHOULD REFLECT THE ELECTRICITY TOKEN. THE TOKEN WAS HOWEVER NOT REFLECTING. I AGAIN PAID R500 THE FOLLOWING DAY. I HAVE SUBSEQUENTLY FOUND THAT THE FIRST PAYMENT WAS NEVER REFUNDED. I SPOKE TO FNB TWICE ON FRIDAY 28 FEBRUARY TO OBTAIN THE TOKEN REF. WHEN I GOT HOME TO USE THE TOKEN REFERENCE PROVIDED I RECEIVED A MESSAGE THAT THE TOKEN HAS BEEN USED ALREADY. I AGAIN PHONED TODAY 2 MAR 20, GOT DIVERTED TO DIFFERENT DEPARTMENTS AND PHONE NUMBERS AND AFTER GOING THROUGH AUTHENTICATION AT EVERY POINT AND EXPLAINING THE SITUATION JUST TO GET DIVERTED AGAIN. THE LAST PERSON WANTED TO DIVERT ME AGAIN! I NEEDED TO CONTACT HIS DEPARTMENT USING A DIFFERENT NUMBER, AS HE COULD NOT LOG A CALL AS NEEDED FROM THIS NUMBER! FNB, YOU ARE NOT HELPING ME AT ALL IN THIS SITUATION!