Vouchers Delayed and No Response

I have previously redeemed the vouchers with Enlighten Panel and I will get them in time, however this time around its a different story. I have redeemed my Voucher on the 14th of February 2020 and I was supposed to get my Vouchers on the 25th as I redeemed before the 15th of the Month and I haven't received the Voucher yet. On the 27th of February, I filled in the Contact us form and no one bothers to respond.