dented washing machine

I made an inquiry on the 9th of JULY about a washing Machine delivered with dents even today they haven't collected the washing machine Monday a guy called me from *** number 3 times at 10:29,10:26,10:18 apologizing and stated that will give me a courtesy voucher of R500 and I should go to my nearest game I told him its bayside he asked what day will I go to game and I told him between Thursday to Saturday due to my work time and operations time clashing, so yesterday I called game Bayside just to find out who should I come to to get the voucher but no one knew anything about it I spoke to Shaming, Mavis and Kinem they said they will call me back and investigate but still no callback. can someone assist with this I don't wanna go to the store and waste my time while the people know nothing about the voucher? the order number for this inquiry is *** ref 595427