Points redemption service failure

On 12/11/2023 I redeemed Nandos 10 000 points , i then got a confirmation email with a voucher code. What puzzled me was the body of the email which displayed that my order was on shipped status and I need to confirm the delivery address below but there was no address or link to confirm the address and all I chose was the merchant Nandos. I am uncertain of whether to go to Nandos or wait for the voucher. On 15/11/2023 I called the call centre, spoke to Paulina ,call ref ***, she kept me on hold for a long time, the overall call took 35 minutes with no solution as the colleagues she checked with had no idea how to resolve my query. She then logged a case. My major concern is that the email is not prescriptive on whether to go to Nandos and present the voucher number or wait for the delivery of the voucher which is extremely frustrating. I was considering deepening franchise value with African Bank but subsequent to this service failure I will no longer patronize the brand.