Incompetence and no accountability

So my husband had a travel voucher he got in 2019 expiring in 2020 but was extended sue to Covid and travel restrictions.

Anyway, we were told to use it only twice. The second time has been a nightmare. I sent an email to ebucks to book a holiday. I specifically said the voucher expires in June and we need to use it all. As a travel agent your job is to give your clients value for money and a stress free travel experience right? Ebucks travel did no such. I clearly asked for car hire, which they quoted and we signed off on for them to come around day before travelling to say we did not hire a car.

Now bu this time the voucher has expired and all monies on it forfeited. Fine they try and fix this. Claiming we have R5000 on voucher still. Car was just under R3200. When I enquired about what happens to the R1800 they kept didging question and saying tours are not operating because of Covid which is a lie because we did tours ourselves and paid out of pocket.

So we 'lost' R1800 because of their clear negligence, non caring attitude and blatant incompetence. In all our correspondence not one of them acknowledged the fault. In fact I had to keep sending proof and record of our conversations (luckily I do not delete emails) because they were denying it completely making me look like I imagined it all.

1. It is not our fault the voucher expired. We confirmed and concluded things before it did they messed up. 2. Instead of being nonchalant that clients do leave balances on vouchers they could have used those funds to try and add another night or do something to add value. 3. At the end of our first day on trip they sent an email about tours. When I followed up no one responded until we got back home. Question is what was the point?

I am better off booking things myself honestly. The service we received was terrible. Plus we forfeited a whole R1800!!! Thanks for nothing EBUCKS TRAVEL