Poor service

On the 3rd of November I purchased two R100 Hollywood bets vouchers at Shoprite.. when I tried entering it into my Hollywood bets account an error occurred. I went to one of the Hollywood bets outlets and spoke to a consultant over the phone. The consultant told me that it would take about 24 - 48 hours for those vouchers to reflect into my account. It's been more than 48 hours since I spoke to the consultant and still no reflection. I then decided to go to the live chat on the website and I was told to email it to the vouchers to them, which I also did. When I gave the consultant all my particulars she told me that it was already redeemed in a place where I don't even stay. Yet the lady I spoke to over the phone told me that the vouchers are still on the system and it's not redeemed. I asked her for proof that I redeemed it and also for some more assistance and she logged out of the chat. The consultant's name is Relebohile Mokoatle. I would like to know how this matter will be solved and why is it taking so long to deposit the money into my account