Bought electricity never received a tocken number

When my brother moved away from Nedbank, i never took it seriously and thought he was over reacting, My current situation whereby i bought electricity on their app didn't received a token number , i keep being told it's being escalated, in these freezing cold days whereby i have no electricity , i tried to buy a R30 electricity thereafter it didn't take me far, my place was broken into, as i had no lights for the entire week until now am still waiting for some call centre escalation story,i am so devastated i don't know what to do at the moment.

This bank is the worst ever for one to associate oneself with..the level of frustration i am feeling is beyond words..