Frustrated client

The initial communication regarding the method in which one needs to purchase electricity was not communicated properly in my personal experience, On the 6th of June i purchased electricity using old method (FNB app) to find that this is not allowed anymore as we need to purchase using the app, I queried this and was informed i will be receiving a credit in 7-10 days , it is now the 5th of July, nearly a month later and I have still not been credited . I constantly have to send messages and emails to get feedback and a response and find the service i am receiving terrible as there seems to be no sense of urgency in resolving my matter .