PrepaidElectric refeuse to reverse a Transaction even though i have 10 x Meters with them ?

I have 10 x Meters with Prepaid Electric and now I made a Transaction by mistake but they don't wanna reverse it even though Netvendor is willing to assist. I spoke to Christa and she is not willing to help but PrepaidElectric is the Service Provider. Prepaid24 and Netvendor were very helpful with the explanation and the process but now the Company that's suppose to reverse is not willing to assist and it is possible to reverse.

I asked to speak to the Boss Wayne as this matter is urgent but I see there is no response and I have to get Electricity urgently.