Ackermans’ Failure to Communicate Voucher Policy Caused My Financial Loss

I am extremely disappointed with the way Ackermans has handled my issue regarding a virtual voucher that was gifted to me.

I used part of the voucher and still had an outstanding balance. Unfortunately, I misplaced the second slip with the remaining balance , however, I still had the original voucher slip with the original voucher number. Despite this, Ackermans informed me that they cannot trace or retrieve the remaining balance, even though they openly admitted that:

However, they claim the system “does not allow them” to assist me because losing the slip means the money is simply gone.

What frustrates me the most is that this extremely important information was never communicated to me at any point, not at purchase, not on the slip, not in-store, and not online. Had I known that losing a slip meant losing my own money entirely, I would have taken extra measures to protect it.

Instead, their lack of communication has caused me the customer, to suffer a financial loss, while Ackermans itself loses nothing. They told me directly that it is not their fault and that the money is tied to the voucher, yet they refuse to use the original voucher number that I still have.