FNB no turnaround time regarding Ebucks

FNB, it’s been days that we can’t retrieve our Superbalist voucher from Ebucks. Your secure chat is useless and their only reply is their working on it with no turnaround time. If this is the case, why can’t you provide us with the voucher via the secure chat? You work so hard to obtain the voucher and then it’s just delay after delay. When will this finally be sorted as I’m just waiting my time looking on the app each time.