Failure

Today 12 March 2024 I never heard this lie I purchased on the 18 and 19 February 2024 R50 electricity on the standard bank app to not receive the token on the app display the token is not available now please check later and today 12 March 2024 I call and I was told that in in arrears that's why I did not receive my token and I have to contact the city to receive my token when I ask the lady how is it possible to be in arrears because when I use my cash money to buy at the mobile shop I receive my token and that how I been buying electricity and why is it that I don't know of being in arrears I like to speak to a supervisor and I was put on hold and was told they not available and I ask many time how am I in arrears when it's prepaid please explain and she just say that's what blue label said who is blue label and I ask why is it that I have to deal with the city but I bought it from standard bank