Electricity nightmare

I purchased electricity with Nedbank and the transaction goes through. I get an sms that electricity was purchased but I dont receive a token with the electricity. I call and get told to switch off my phone it will come through. Nothing comes. Then I dial *120*001# to retrieve the token but it shoes that the last electricity was purchased in May. My statement shows that electricity was purchased but *120*001# does not prove that statement. I am then told that it's the service providers fault that I did not get a token and they will have to investigate and also that there is a disclaimer when purchasing electricity. I had the same experience last month and a call was logged. 3 weeks later I get an sms saying sorry for the inconvenience her are tokens worth R300. When I put the tokens in, they turn up invalid. I have purchased electricity with other banks and never has the municipality not provided a token but somehow when you purchase with Nedbank that is a possibility. I am not in the business of giving away money. I purchase electricity because I need it. I dont know what is expected of me to do in the meantime while they take three weeks to investigate the matter.