Nedbank really poor service

I bought 400 rand power on app. Never got the token number. Now its all excuses and **** stories but it take 3 to 5 days. Hallo why did i buy power because i need it. All i get told is sorry for the inconvenience we will escalate it. Sorry but since i started with nedbank all i get is bad and poor service. Really pathetic. I asked them to refund my money because i payed for something i never got. After all this im moving banks.