Very bad service and not sure I have done the right thing to choose Tyme Bank

I bought electricity on the 23rd Jan via my app and the transaction went successfully and R50 was deducted from my account but I never receive the electricity token numbers. Next day on Friday I called to report and I was told that the experiencing a high volume call and the lady took my details and promise that someone will call me to resolve the issue and no one called me. Today I called again as I haven't received the token and I was told that they will reverse my R50 back to my account immediately BUT till now they haven't!!!