Invalid prepaid electricity meter number

Hi I bought electricity on 26 December and meter number/voucher was invalid we phoned vodacom to reverse the payment they told us to phone on the first working day because boxing day was a holiday we phoned and gave us an email address for virtual payment they gave me a link to open an account struggled to activate an account and sent virtual payment an email complaining them for not accepting my account

I have a screenshot on the meter number it's invalid it even has a musical note between the numbers and there is only 15 numbers not 16