Purchased a voucher but have not received and no communication

I have purchased a R250 gift voucher online with clicks on the 25th of December 2024 and it is currently the 6th of January 2025 and I still have not received my voucher. This voucher was supposed to be a Christmas present for my family which has been left without a Christmas present and very disappointed. I have logged a query via email on the 2nd of January 2025 and was promised a response with in 48 hours in the work week and to this minute I have so received no response. They have asked me about the number and when I have purchased it I have responded and no further communications. I have repeatedly asked for a refund or any communication on this voucher as I have paid it and has been deducted from my bank but they could not care less.