Incredible Connection- sucky service

Incredible Connection Student Rewards - I drop R20 000 for a laptop which gives us a R1 500 student reward voucher. What a mission - first of all proof of a student card is not sufficient - yet it’s a requirement on the registration so should be enough. I have now spoken to the branch we brought from - they can’t help (nothing to do with them) - 3 people via a call centre don’t know how to help, can’t get hold of a manager BUT happy to help me log a complaint. Emails to the rewards team go unanswered. What the heck - how can a company like Incredible Connection NOT be able to help with this, how can it be so difficult to get hold of someone to help. I have heard that I am not the only person experiencing problems!!!! Laptop about to be dumped back at the store and a refund demanded!!!!