Money taken but no electricity token issued! This is theft!

On 16 April 2020 we tried to purchase R700 prepaid electricity for our meter at home through PayCity. I received a strange error message after entering the credit card details, and it did not issue a token for electricity. We tried a second time, and the same thing happened. I then tried to buy R100 using different credit card details (we thought it may be a problem with that card). But we had the same error. After the second time, we received 2 sms's from the bank saying that the payment had gone through (so 2 x R700 payments), and later a 3rd sms from the other card. I phoned the call centre and spoke to Ashleigh Jacobs who said that there is a problem with the system and she would log a call for us to be refunded (2 x R700 on one card and R100 on the other card), and that we should use another platform to buy electricity. A week later and nothing had been refunded, so we emailed to find out. We had no response and my husband also emailed Ashleigh. It is now 2 weeks later and we have still not been refunded. Please attend to this urgently!