Telkom Landline voucher purchase

I bought R250 Telkom Landline voucher using my mom's eBucks. The e bucks were deducted but we have not received the voucher.

Please advise what steps we need to follow, because I have tried all means to retrieve this voucher.

Ref for online transaction: ********** ********** 0048 ebucks acc number: ********** 6380