Bad Netbank Service

I bought prepaid Electricity using their app and I never received a token number. I went to the bank they said I can use Internet Banking to resend the token but there was nothing in the message just a transaction notification message. I than went to the bank again they than told me about the self service option but there was nothing about Prepaid Electricity another dead end. The third time i went there they said they have escalated the matter to head office and it will take 3 to 5 working days but still nothing till today. I bought Electricity on the 1ste of December it's the 15th today and still had no help.