Response to query 3 weeks later with no resolution

On the 16th October 2020, I have attempted to redeem a Nandos voucher using the Absa Mega U app. The redemption reflected as successful, however, I did not receive the SMS containing the voucher. I had then used the app to log a query, 3 weeks later (10th November 2020), I receive an email response (from Rusinda Esterhuizen) stating that the email does not contain sufficient information. My child's name and surname was in the subject line and the query was logged through the app so I assumed the information would have reflected on Absa's side. The call had also been closed. Aside from responding over 3 weeks later, Absa was still not able to assist with what seems to be a simple query. Absolutely pathetic service.