Bad experience from using the standard bank app to purchase electricity

I have purchased an electricity using a standard bank app (phone). The system allocated my money to the wrong meter number that I do not know and sent me the confirmation sms. I could not load the electricity voucher because my meter displayed the flashing EEEEE message. When i followed up with the bank's agents, to my surprise, they could not even track the voucher on the sms sent to me after the purchase. I was sent from pillar to post with the agents who were not providing solution to the challenge created by their app, but provided baseless excuses.

Whilst awaiting constructive feedback from the complaint that i have lodged, i got the sms that the query was resolved!!! I logged a complaint again on via their website (for a number of times so that it can sink in...if it ever will..) this time around and in response, standard bank official sent me an email asking me if I have received the very same sms which has not solved my problem!!! I rep**** with and explanation to my problem and that was the last time i heard from the standard bank employee.

I am still waiting as we speak and am awaiting the relevant reference number that i need in order to register my experience with Ombudsman, as i am doubtful that standard bank will resolve this. I am not going to pay for the standard bank's apps mistakes and am prepared to go all the way and alert as many people as possible that when the standard bank app decides to malfunction, the bank is not taking responsibility for it and the user is blamed for it. This means that you will spend your hard earned money on the ****** malfunctioning of the app.

I have used the app for a long time to purchase electricity and this experience has brought up a lot of other negative experiences that i have ignored with the bank. Think twice when you consider using the app for transactions so that you avoid being in my situation.

I am curious to see if the standard bank will respond on this one as they are not responding to the complaints sent directly to them.