Unacceptable service

I made a cash send on Friday the 27 September but I was unable to withdraw the money it says voucher can't redeemed. I went inside the branch in alberton new market they logged a call and the call log is *** and the consultant said it will be resolved within 48 hours. 4 days later I called and I'm told there is still no solution and they don't know when I will get my money by the consultant called Tumelo