Pathetic service received by the Nedbank Customer Service Team.

I recently purchased electricity online for the value of R790 from the Nedbank website. The money was taken from my account but I was not provided with the prepaid voucher. Upon contacting the customer support team, I was told that I had to wait 3-5 business days for the matter to be resolved. Today is the 6th business day since my request was logged and still no one can provide me with feedback or a date in which my money is going to be refunded to me. I've requested for feedback on several occasions and I was told that they will get back to me later in the day.

Every time that I phoned and spoke to a consultant, they each gave me a different answer as to why I haven't been refunded as yet. One of the consultant's told me that the request was being looked at by the Back Office team, another told me that they we're waiting for a response from JHB City Power and I was even told by another consultant that I was going to be refunded the next day, which clearly never happened. It really makes me wonder if your consultants are just trained to say these things to avoid a scene, because I haven't seen any action taken so far.

So my question is, Is this matter even being looked into? Or is the support from just one client far too insignificant to you guys?