no proper assistance

I bought electricicty on the 11 May 2024, and never received the token but the money was taken from my bank account, was told they will investigate within 7 days, 7days later still waiting, get call backs from the agents to only tell me I must check my email or sms's, if i received anything why would I bother to keep asking when the issue will be resolved, to date I have not received my token , money or any answers