Refund not processed.

A payment was processed In January under Metro Prepaid Electricity, however it had been meant for the water, as this was the reference number provided. It did not work on the electricity meter or the water meter. I then did another purchase to correct this. I requested a refund of the payment, as I had not received water or electricity for my payment, however Dan could not really assist as he could not confirm what the voucher was for, if it had been used, so till now I do not have a satisfied conclusion.