Prepaid24, not honoring purchase nor refunding money

HI purchased 2 prepaid electricity vouchers via the website, and eventually received the message that the purchase could not be processed, that was after the money was taken from my account. I reported this, and was informed by the team/consultant that the money reflects and that the system shows that no voucher was supp****. But I have received calls requesting previous purchase receipts before they will refund my money, this has no relation to my purchase not being honored. So, basically , they will NOT refund my money before my friend for whom I made the purchase , will supply a previous purchase receipt