Retrieve voucher number

"I am writing to share my extremely disappointing experience with 1Voucher's customer service. My mother recently purchased a 1Voucher, but her phone unfortunately died before she could redeem the code. In an attempt to resolve this, she immediately emailed *** with all the necessary details, including her personal bank details and the approximate time of purchase, hoping this would allow them to track the voucher. An automated response confirmed that a ticket had been assigned. We then waited approximately one hour before receiving a reply from an agent named Thandiwe. However, this wait was followed by an utterly unhelpful interaction. Despite my mother clearly explaining the situation – including the fact that her phone died while on a train, making it impossible to retrieve the PIN – Thandiwe's only response was a repeated and tone-deaf demand for the 'voucher serial number.' This robotic and unhelpful response, especially after waiting an hour for a human interaction, completely disregarded the context and information already provided. It's baffling that 1Voucher doesn't have a more robust system to assist customers in such situations, particularly when provided with alternative identifying information. The agent showed no empathy or willingness to problem-solve. As a result of this poor customer service and the slow, ineffective response, my mother's voucher issue remains unresolved, and she has essentially lost the money spent. This experience has left us with a very negative impression of 1Voucher and their complete lack of support for their customers. I strongly advise others to consider the risk of losing their voucher and the apparent lack of assistance if this occurs."