Ebucks voucer - poor service

I purchased a number of Dischem vouchers in June 2018. One of them did not redeem and I contacted Dischem who said that they had no record of the voucher and I must contact ebucks.

I have contacted ebucks and sent them various pieces of information. I have been dealing with Mlungisi Ntoyi who does not actually answer the emails, responds slowly and has not provided the service level I expect.

I was told the voucher would be reloaded, then told it was redeemed but he does not send any details. I have asked for his supervisors' contact details but he does not supply them. He has not explained why the voucher was going to be reloaded then he decided it was redeemed. He cannot explain why Dischem says it does not exist and he takes more than 48 hours to reply, generally with a vague and useless reply, to an email.

I am a long term FNB and ebucks customer and am very disappointed at this service level. The voucher did not work and I have to expend significant amounts of effort to get anyone to actually do anything about it.

Please can someone actually give me a comprehensive and coherent answer to the problem