Worse Service ever and lack of info from consultan

yesterday I phoned in concerning a voucher i bought that had a damaged pin,sope to Siya from durban who said the is nothing they can do ,because am a former contractor there i told him the procedure he then confirmed with his supersor and promised to log SD and said he will send it via sms because i know how they operate i insisted dat he must give me the sd now but he said he will send it and i should be recharged by 11am today,guess what i had to call in only to find out that the sd is not logged and carmen at high value durban kept on contradicting her self as the so called supervisors are not available someone has to act on this and urgently