Pep money savings account new member

I opened pep money savings account on December 2017 I also deposit 1000 at the same day, today 6 February 2018 I found out there's no money in my account I went straight to pep for explanation, they asked me about slip that had tokens I was surprised because no one explained to me before as a new member that there's tokens that I should activate on my phone, I lost that slip I never activated tokens, they told me there's nothing they can do to help me, I'm like someone who bought airtime and lost slip there's no reprint or other altanative to get those tokens again. My question is : is there's anything they can do to have those tokens again ? I'm sure there's something that shows there's tokens that never been used.