FNB vouchers disappeared

I received a message on my app that i recieved a R1000 superbalist voucher for meeting some criteria. i logged in and saw the voucher there to be redemed. I went back in now to redeem it after checking out superbalist and now the voucher has just disappeared. I tried using fnb secure chat, they keep transferring me to ebucks help desk and after that there is just no response. PLEASE can fnb and ebucks tell me what happened to my voucher?