Ackermans scoring funds during Covid from customers.

I have an issue with Ackermans, they have a 3 year policy on store credits, regardless as I explained to them that because of Covid19, and quarantine, our credit expired 4 days after the expiry date. We spent 5 days up and down and sent from one store to another. The back story is that the credit was issued on the 16 November 2018, My home was broken into on the 1st December 2018, it was set alight and it is still in the same condition at present. As we searching through what could be salvaged we found the slip unharmed. We also had been in contact and even had Covid in December 2021, We were in contact with other Covid persons just a week before we went into Ackermans (also waiting 6 hours and more for response at the stores itself to assist us) and were self quarantined as we did not want to spread the virus. On the 20th November 2021, we went into Ackermans Campus Square, spoke to the manager of the store and was told he will see if he can trace the credits. Unfortunately at the time my other number which was registered on their system had been misplaced, so them sending the credit voucher numbers could not be retrieved afterwards. The credit is worth almost a R1000, how many clients misplace their slips or have lost out in this manner. I emailed and am still awaiting an answer as I repeated sending emails for them to re-instate the credit vouchers. 4 days to save lives should not cost me my legally kept funds.