Vodacom took my money

I purchased prepaid electricity through the vodacom app, my bank account was debited but I did not receive the electricty voucher. I have been calling and emailing vodacom to get my refund but have been unsuccessful. I have sent them proof of the money being taken out of my account. Vodacom has terrible service, I have spoken to Lebo and he promised to get back to me, im still waiting.