I paid R500 for prepaid electricity on 18 Sept and the amount is already deducted from my bank account

I paid R500 for prepaid electricity on 18 Sept and the amount is already deducted from my bank account. Up till today the 19th I have not received a prepaid utility token to activate my electricity meter and I am running out of electricity. They notified me yesterday that there is a problem without explaining or apologizing or giving any due date. Their helpnr assistant was not of any help and said I would probably get my token number today. I sent 2 x emails to their help desk for an explanation without any response - very poor or no communication