Lousy service from african bank headquarters

Each time I use my points to get a voucher I receive confirmation that it has been approved, but here is the problem. I do not receive it. It is now over two weeks and still no voucher. I went to their branch in KC, (cape town) and a lady, very helpful, logged a complaint on my behalf on monday, no response. Then I receive an sms that it has been resolved, but NOTHING HAS BEEN RESOLVED. ref number- ***. I heard that my issue is not an isolated one. This is the NORM. African bank must jack up its service.