No money and no electricity

I tried to purchase prepaid electricity on 12 June. The money came out of my account but I didn’t get the voucher. Followed up immediately and they said it will take 3-5 working days. Still not resolved. Followed up again today 27 June and I was told that they had recommended refund in 48 hrs on the 19 th June. Still nothing. As a pensioner who is trying to manage cash flow, this has been a great inconvenience. My reference number provided is ***6