Cannot redeem a voucher

Did cash send on the 9th of February 2022, tried to redeem it from an ATM and pick n pay and I got an error that the voucher has been redeemed. I went back to my app to check only to find out that the voucher is still on pending status.

I called their helpline and I was told that the issue has been escalated and I did a follow up today only to find out that they have not worked on this issue and the consultant said she doesn't know when it will be resolved this is pathetic.

That money was for my granny, to consult a doctor and now she can't because capital is taking their time to resolve the issue.