Bad customer service experience from Nedbank re prepaid purchases from money app

Nedbank encouraging their clients to use the Mobile money app to buy prepaid services & they are pathetic to respond to calls log for errors with purchasing from the app. Money is off from bank account 1/12 already but still no sms or voucher nr received for prepaid electricity bought. Keep phoning with same response will escalate! Meanwhile they don't even offe rto reverse the transaction or pay you back so you can make use of a retailer that CAN provide a SERVICE paid for :(