Hollywood bets voucher horrors

Good day I bought a Hollywood vouche at big save Mabopane worth R200. The vouche didn't go through. I called them they told me to wait for 48 hours to get this matter resolved but today it makes 8 days without any form of feedback. And yet I'm using my own air time to ask them if the got any information regarding my voucher. And also part of their call center agents they really need training they can't just cut the call because they don't know what to answer.