Netvendor's appalling service

I am so appalled by the professionalism with Netvendor. I have a 11 month old whom keeps me busy and I didn't put in the correct reference number and I didn't realize. I, then got an email stating they won't give me my R50 water token due to the incorrect reference number supp**** and I obviously got angry. I proceeded to whatsapp them with the email I received and said this is nonsense(not realizing still that I didn't have the correct reference number) and I got a rude response saying," Well I should of thought of that before giving the incorrect reference number", they will only give me the token once monies reflected into their account. I did apologize for being frustrated and sending the incorrect number but I never got an apology back. Their head office is in Durban and I am from there and I currently reside in Cape town, and I am truly saddened by how Durban people, whom I call family, have become so rude and entitled. I have complained to my landlord about the company and he has also been having problems since installing our meters. I asked for a refund now and they don't want to refund me until money is reflected even though I sent them a payment notification. So furious and the fact I haven't received an apology after my apology is just disrespectful.