Ackermans and Sohva are horrible

horrible, horrible experience. i have been assisting my grandmother with using the virtual voucher she received after claiming for her phone and we have been pushed from pillar to post with no resolution. When we go to Ackermans stores to use the voucher they tell us their systems give an error saying "pick up card" and the voucher doesnt work, Sohva on their side say the voucher is fine. We have been trying to get this fixed since June and still nothing.