Misplaced voucher

I bought a voucher on the 16th of April and misplaced it with the original receipt. I reported the issue on the 20th at Sandton since I bought it there and they also recorded it down the same day it was purchased and I even sent them my bank statement as the original receipt was misplaced with the voucher card. They called me back a few days after reporting it and they advised that the card has been blocked and they will let me know with a way forward. I went in store on the 26th again and the manager (Amanda) said she escalated the issue to the regional manager and she will call me before the week ends. I never received any communication from her and I went again on the 3rd and Amanda said she had Covid hence she didn’t get back to me, she said the regional manager is on site but is on a teams meeting and I insisted on waiting and she promised to call me back before the end of the day which didn’t happen till today. It’s almost a month now and @Home Sandton isn’t helping at ALL!!!!!!!