Nedbank Money App - Prepaid Electricity Purchased Not Working

I’ve been purchasing prepaid electricity from the Nedbank Money App since February this year and haven’t had a problem until this month. I purchased R1000 of electricity from the money app on the 4th June in the evening and tried loading the token voucher on my meter on 5th June. The first time I entered the token, there was no message and the electricity units were not loaded on. I then tried again and from the 2nd try it gave me a message saying ‘token used’. I tried multiple times, checking and double checking that I was entering the correct digits and even got someone else to try to enter the voucher for me in case I was doing it incorrectly, but it kept giving the same message and the electricity units were not being loaded. I phoned Nedbank that same day (the 5th) to report the problem. They told me that I should contact city power to explain the problem and ask them to validate the token. I tried contacting city power many times and days, on multiple telephone numbers and sending numerous emails, but was not able to get through. I then contacted Nedbank again, seeing that I was unable to contact city power, to ask if the matter could not be escalated, investigated and resolved by Nedbank themselves as the electricity was purchased from Nedbank. A call was then logged with Nedbank on 10th June. I did not receive communication from Nedbank, I had to keep phoning them myself asking if there were any updates or progress. I was told it takes approx. 5 business days to resolve and so I waited. Eventually, this week, on Tuesday the 22nd June, I received a sms from Nedbank saying the that case has been marked as ‘resolved’ and closed and that I should contact city power to resolve the matter myself. All this time, I had still continued trying to contact city power. I went to the civic centre and was told that I would need to go to city power in Booysens. Eventually I managed to log the fault telephonically with city power and a technician was sent to my house. The technician came today and tried to assist, but found that the problem was not with my meter, but with the token voucher, so it’s not something they could fix, and advised that I should contact my bank from where I purchased the electricity, or the only other alternative is to go to Booysens. The main reason for purchasing electricity through the app was for convenience, but this defeats that whole purpose. Booysens is almost 30km away from my home, and to go there, I will have to arrange transport and leave all of my work for that day. That too, in the midst of the 3rd wave of the pandemic, risking my safety. I have a budget and now every time the electricity units are close to running out, I have to take out money that I was keeping to pay for my other expenses, to go to store and buy small amounts of electricity. Because from the R1000 that I paid to Nedbank for electricity – I got neither electricity, nor my money back. The electricity vouchers that I’ve been getting when purchasing in-store have been working and loading on my meter – so the problem is definitely not with my meter but with the token voucher supp**** to me by Nedbank. I understand that the token voucher that Nedbank provided me with comes from the electricity provider. However, when you choose to offer a service to customers, it’s equally necessary to take responsibility in resolving problems that arise from/are associated with that service. Since Nedbank is offering the service and the token was provided to me through Nedbank, why can’t Nedbank resolve the issue with city power? why does it have to become the customer’s issue to resolve on their own and be at the expense of the customer’s time, money and inconvenience? Can’t Nedbank refund my money, so that I can use that money to go and purchase electricity in-store in the meantime? or provide me with another electricity token? while they resolve the matter with city power Very disappointed with how this matter is being handled by Nedbank. I really need them to help resolve the issue.