I need my voucher

I bought a voucher on 23/01/2021 using ozow with my capitec app even today I didn't received it,they told me that I will receive my voucher on monday but still nothing,when I asked them the say I must go to the bank to ask for proof of payments they don't want bank statements but they do see my payment.I chatted with Ozow consultant,I gave them my reference no still Ozow team sent me back to Hollywood people.I did bought my voucher from my phone why now must I go to the bank.I need my voucher from Hollywood bets.I don't have money for a taxi to the bank