Ontec service desk (Electric) you dont have any communication skills with clients

Bought like I always does on the 01st November 2025 electricity on my Fnb app.Till today (05th November 2025) I haven't received my token yet.Ontec want to tell me that I used wrong bank details but im buying every time with exactly same details electricity without any problem Now suddenly it's a problem and nobody coming back to me with a solution I even sent them all my Proof of Payments from previous buys and the recent one on the 01st November 2025.