Call centre - told to go another store

My wife visited your Ackermans Woman store at Mall of the South today. Having purchased some item to the value of about R600-00 she tried using her Ackermans Voucher of R379.90. As the voucher had faded and would not scan, the lady (Stacie - manageress) called your Call Centre for assistance.

The first time she called, the call was answered, then transferred for assistance. A person picked up the receiver but did not speak and then cut the call. Stacie called a second time and spoke to a Nakita. Stacie put the call on speaker so that we could both be part of the converstation. Nakita took my cellphone number and verified that the voucher is valid. She then said that they can do nothing for me if it cannot scan on my side and that I must go to another store to see if they can help me. I said that if they cannot help me at another store, I would then lose the money. She then said that she cannot help me and slammed down the phone.

This is actually very bad service on your part as there were also customers in the shop who overheard the conversation. With this terrible service in mind, I have two questions, these being: - What do I do with my vourcher now? - Is this the normal way that your Call Centre treats their customers? I mean if this is the way Nakita reacts to a call, she must have done it several times previously and obviously got away with it

Please advise.