Enlighten panel

I have done surveys for this panel and redeemed 2 KFC vouchers. When I did investigate after a month, I didn't received anything. I send them an email and their response was that the vouchers has been send to my cell nr. I didn't received anything. Normally they would mail it to me. So I informed them of the above and nothing happened. I have send them another email to inquire about my vouchers. Still no response. An airtime voucher that I have redeemed after the KFC vouchers, I did receive to my email address. This is bad service just ignoring my mails and someone is not doing their job which reflects on the company as bad. I have been a loyal panelist of Enlighten panel for many years and it never happened to me that I get this bad service. Nevertheless this is unacceptable.