Nedbank poor service

I bought electricity via my Nedbank app on the 11th July, but never received the sms with the voucher code. So phoned Nedbank and logged a query on the 11/7, ref ********** 4, the person was very helpful and phoned me every day last week, saying that there was progress made but no resolution. This week no calls at all it's now the 19th July so 8 days have passed with no news and no resolution. This is also not the first time this has happened either!! Surely Nedbank can see immediately that I've bought the electricity so get me my voucher THEN GO RESOLVE with the council or internally whatever needs to happen DON'T MAKE ME WAIT for you to resolve your internal issues first! I wonder if I owed Nedbank money and made them wait due to a technical issue on my side what would happen???....