Refund my voucher - discounted customer

Worst customer service ever. I have been online customer of Adidas for years, my problem started after purchasing good that were paid with a voucher & card. Upon return the food because they were unfit, I received an email with an expired voucher number (the same voucher used to purchase the goods was just copies over) every time I try to use it I get an error that “it failed to add”. I then contacted the support Centre in the first week of Feb 2020 to report the issue, long story short I was told my issue is escalated and I will be informed once it’s sorted. Today, 05 March 2020, contacted the support Centre - ***to follow up on the reported issue. The consultant who was assisting me checked with the voucher rep to give me the same feedback I was given in Feb, a disappointment me asked her to transfer me to someone so I can escalate my problem, but then she decided to keep me on hold for about 15 minutes no update as to whether there is someone looking into this. If you check tour call records for today, 05 March 2020, from 12:30 until 13:05, there is a call hanging, that is waiting to talk to someone to assist in getting my voucher refunded. She needs more training on handling complaints, I would really rate her zero at this point in time for trying to be a “hero” and not transfer call as requested, unless this is Adidas policy.