puzzled at difficulty to resolve my problem

my problem not resolved after a week today,since 16 april 2023!!!!!i purchase a active reward voucher for sportsmanwarehouse for 900 points to get r100 voucher and what i explained to the call center that the 900 pionts went off my balance but i did not get the wi code to actually use the voucher as there was an error on the app after confirming the voucher so until today i did not get the wi code to use the voucher but the 900 active reward pionts went off my balance as i got a sms!!!!!all i want is my wi code or my 900 points back not a million bucks!!it happened previously at dischem also and the gentleman at call center that day immediately saw on his computer that the 900 pionts went off my balance and he sent me the wi code via email which i then used but now nobody att cal center seems to understand my scenario!!i called vitality and they transferred me to discovery bank but this is a vitality problem !!!i got 2 reference numbers but still no resolvent as yet!!!can the correct person just send me the wi code so i can use the voucher in store or give me back my 900 points so i can generate a new voucher !!!