Competition Prize not Issued

On the 27 February 2024 I received a message from Discovery Vitality informing me that I won a competition. I immediately sent all the requested information. On the 07 March 2024 Discovery sent me an Invalid sportmans warehouse voucher (prize). Immediately informed Discovery that the voucher is not working. Till today I have not received the correct voucher. Every time when I follow up, i received this prewritten message "This matter is in the latter stages of being resolved". I have been informed that this issue is with Kaytie the rewards manager.

is this acceptable for such a simple matter to remain unresolved for more than a month?

Every agent I contact seem to be unsure of the status or progress in trying to resolve this issue. There is definitely a disconnect between the Facebook team and the call centre agents.