No token received for electricity

Had no problems with this service until 1 Nov 2021. Paid R1212.00 for electricity via OZOW. After payment was successful having received an sms of payment and seeing the payment on our bank statement we received no token. Contacted the live chat who asked to send PDF proof of payment. We even went to Capitec this morning who advised that we cannot send a PDF proof of payment as it is not a beneficiary that is permanently loaded. With OZOW they load a temporary beneficiary to make payment so I cannot go to payment history to get this PDF proof of payment. I did however send a proof of payment out of our statement which shows the beneficiary name as PREPAID24VIAOZOW and the account number it was paid to is ***. After giving ALL of this info to the consultant via email and explaining numerous times why I cannot generate a PDF proof of payment I was told to basically write off this payment as they cannot trace the payment without that PDF. How on earth is this possible? You have the amount, you have the date AND you have the account number it was paid to as well as the Capitec reference of 947294 so can you not go onto your statement to trace the payment and give us our token? I am on oxygen due to Covid and cannot afford to not have electricity. AND to just write off R1212 is ridiculous as we are already suffering with medical payments for Covid. Please advise?!