Rude, Tardy and Defensive

On the 13 Dec, we bought electricity using our ebucks funds. Ofcourse, the ebucks was deducted however no electricity was loaded. After many hours of waiting, I sent an email to customer care asking for assistance in the matter. The woman was helpful in the beginning however as I tried to explain that after the purchase, a confirmation SMS was received in which a token number and reference was stated but still no electricity reflected. She stated that the reference number was for a purchase that was made on the 8 Dec. She indicated that 'proof' was needed to track the purchase as the reference number was expired. For some reason, she needed proof for the transactions that occurred on the 8 and 13. I was able to send her an invoice from the OAMI service for the 8 however I expressed concern as to how I would provide proof for the 2nd purchase as it was not reflecting on anything except the statements which I didn't want to send to her. After many emails back and forth, she proceeded to 'top my electricity up' with R50 (so grateful that she went out of her way to assist me, psssh) until the issue could be sorted out. obviously, this was added to my service account. After many more emails, she requested a receipt for proof of payment and after, on several requests, I sought advice as to what type of proof was sufficient, however the many questions where followed by many other futile questions and requests. Eventually, she indicated that her team and her were 'baffled'. I have 2 issues with this whole thing: 1) surely sending a token with a reference should also act as a proof or confirmation that a purchase was made or else why send it? 2) How can someone who is providing a service respond to an email stating that she was 'baffled'? surely , somehow such a minor issue could be tracked within their systems as it is primarily focused on doing everything online. she was rude and seemed agitated each time I asked for clarity. Its been about a week and I'm no closer to sorting this out. She is tardy with her responses and very abrupt. I'm not too sure who was more confused, the person employed to this position or myself as I tried to encrypt her responses. Honestly, she should perhaps consider a different profession and type of job as she went around in many circles stating the same response in different ways. I'm an educated woman with a successful and rewarding career. Her 'clever' replies indicated something else. Catch a wake up, either do what you supposed to do or state that you are incapable of doing so. Dont insult my intelligence with 'sassy' and stupid comments. Annoyed!!!