Horrible service - have been waiting

I bought a blu voucher of R180 on Sunday, 12 May 2024 and it gave me an error I then tried again only to realise later that both transactions went through but didn't get the voucher for the 1st purchase. I contacted Capitec bank they gave me an incident number. I've been trying to follow up this but nothing has been done until now. They always say they are waiting for the finance to pass credit and now they ignoring me.