Bad Service

On the 16th September I purchased a voucher to the value of R100. After about two weeks I still didn't receive the voucher. On 7th October I called the call centre and spoke to Luthando. He requested that I send him the proof of payment and he will ensure that my query is sorted. On 9th October I sent through my bank statement reflecting the deduction and had no response. I called in to the call centre today and spoke to Zama Hlatuka, who advised me she's Luthando's sister. She requested that I should send proof of payment. I advised that I sent through my bank statement reflecting the deduction, she then insisted that I send proof of payment not my bank statement. I was flabbergasted because my banks statement Is the proof of payment. I again said that I didn't want the refund, I merely wanted the voucher which I paid for. I then insisted on speaking to a manager, Zama advised that all the managers were in a meeting but she will arrange for the manager, Siraj Bower to call me within 20 minutes. That was at 11.30am today. I am still waiting for a phone call. Can requesting a voucher which I paid for really be that difficult?