Missing Voucher and 199.00

Logged 3 calls, tried to call 4 times, went through to HR eventually spoke to Robin who said Darrel will call me back. No interest in their customers. They are sitting with my credit of 199.00 and they simple could not give a damb. When I called in the first time the person who could not speak English properly kept telling me it was being processed, then it just fell off the system. Well that does not cut it. I don't understand, one minute the service is great, the next it is backward as anything. I have proof of two payments made of 199.00 a couple of minutes apart, one for Adega and one for VickyChista. I have the two reference numbers. Both amounts went off my account but I only received the Adega Voucher, who do I need to speak to, to get this sorted out????