Poor Customer Service

I brought electricity using the Standard Bank Cellphone Banking, i recieved the sms notification that the funds were taken from my account - but i did not reviece the sms with my electricity numbers. I called their call centre, they transfered me to some other tech department for assistance - the line was picked up but they dropped my call without a word. 2nd time i called, i was made to go through an annoying security check where i expected to remember all of the transactions i made last month - who remembers that? i ran out of airtime during that time wasting experience and i refuse to call back and waste even more of my airtime for poor customer service. Even now i still dont have my ELECTRICITY NUMBERS!! Thats all i wanted! Why did i not recieve the sms in the first place? Was a technical glitch or Standard Bank now *****ing their clients? I have been with this bank for over10 years and im deeply dissappointed and very angry.