Electricity voucher

I purchased electricity at Nedbank using the money app on the 4 July 2018, I did not receive the SMS notification with the voucher number but I did not panic because their SMS's are always delay. I waited until the next day when I decided to call the customer services to have this sorted, I must have spoken to over 10 consultants all trying to assist in rectifying this, none of them were successful. I was then informed that a call would be logged to have this resolved on the 6 July 2018. I heard nothing from Nedbank and on the 7 July I contacted the customer services again and spoke to a manager who basically told me he was not able to help as the call had been logged and the unit working with such queries was closed. He assured me I would get contacted as soon as this was resloved, today is the 12 July and I have not received any feedback regarding this. I have been using Nedbank all my life and was very happy with their service until this took place. To expect a customer to stay without power for 9 consecutive days must mean they do not care about their clients. Imagine I had no alternatives to get power in my house, I would be living without electricity for 9 days! I have lost all faith in this bank and have decided that I will be closing my account with them.