Failed to Receive a Token - second time in a few months

Immensely frustrated as I have now had a second payment not generate a token. All in the space of 6 months. This leaves my family with no water, trying to bath young kids at that rough part of the evening and you need to call them, log into your online banking and share a proof of payment. Same payment method used every month on recurring debit order but nothing. When I ask the call center team what they are doing to prevent these failures I am told he doesn’t know he would be lying to me. Its only an issue with Nedbank today. When it comes to a necessity like water and the move to technology like this to manage it we have to ensure these issues are ironed out. What if this happened after hours when there is no support?