Voucher issues

I have received a cashsend voucher on Saturday from my mom im the only one who knows the pin even my mom doesn't know it the funny part is i went to the atm to withdraw they tell me my voucher cant be redeemed i went in the branch in witbank couldn't been assisted when i explained to the consultant he clearly disagree to what im stating plz advice because if not i will cancell all my accounts and take my investment somewhere else