FNB VIVA VOUCHER

Someone bought me a Vivo Gym voucher for the amount of R2800 via the FNB app on 18 February 2024 and I did not receive the redemption voucher. The friend contacted FNB and was advised that the matter was escalated to the eBucks team. The eBucks team then reassured her that voucher has been resent however I did not receive the so called voucher. I have proof of purchase and reference number. I need someone at FNB to assist in resolving this matter before it is escalated to the banking ombudsman.