Nedbanks' prepaid service not up-to-standard

I bought pre-paid electricity via the Nedbank App on 05 November 2017. The money went off my bank account, but I never received the token number. Even when I try to reprint the token it gives me an error message. I called Nedbank four times already, and nobody can tell me what is going on. If Nedbank can't even get a transaction like this right, I am not so sure that I am trusting them with the rest of my money and investments. Their service in this regard is truly shocking!!!!!