Tymebank customer service is pathetic

Bought R50 electricity voucher via tymebanks app, money was deducted from my account but never received electricity voucher. Sent numerous emails to tymebank. First they take a week to respond to any email Secondly in their emails the recommended that I look at the purchase history to find the token, however there is no token under purchase history for the transaction. I sent them screen shots show that the token does no display and there response is to check purchase history.

Tymebank there is no token under history, how hard is this to understand, it's been a month now trying to get my money back

Your service is pathetic