Failure to understand their own process & service provider requirements

Absolutely pathetic service!! In communications from Protea - we were notifiied water would be deducted from the electricity before it was loaded. This is not the case.!!! I CANNOT LOAD A UNIPIN VOUCHER BECAUSE IT BLOCKS ME !!!!!!!!!!!!!!! And nobody knows how to proceed besides asking me to make another individual payment ... when the voucher purchased already covers the water!!!!!