Unresolvable cash send.

I sent a money voucher on the 29 of june, the money was deducted but I could not redeem . I went to the kempton square branch 4 times they keep telling me someone at their call center is trying to resolve my issue. I need this money during this covid 19 crisis .

2 on the 09 August I was helped by a very rude lady I forgot her name . She was busy with her assignment while helping me, she was not willing to put any effort cause she was busy and as a client I was interfering with her assignment. I had to be assisted bY the manager after I complained. Is it how it is supposed to be?