Refund

I bought a smart prepaid electricity from protea metering on the 31 Jan 2016 via online payment [URL Removed] and the payment was debited off my bank account but i never got the token/electricity was not loaded to the apartment electricity account.I waited for 24hrs then called *** spoke to a lady who informed me that i must call them on the 4th Feb 2016 ,i did call them & i spoke to another lady who informed me i must send an email to [Email Removed] with my bank statement.I sent an email as requested(subject email:Refund-New Market complex_ Thu, Feb 4, 2016 at 12:18 PM) and to this day i never got a response.All i need is for them to refund me the R300 they deducted without providing me with what i was buying from them,please attend to my query asap otherwise i will have to take this further to the National Consumer Commission.I 'm already spending more money ,time,strength trying to get what legally belongs to me.