Recommend avoiding - almost going on 3 months without voucher being delivered

I have used this service without problems for years but something has clearly gone wrong. I paid for a voucher on I think 23 October 21 and didn’t receive within the normal timeframe. Very little communication form the firm other then a line on their website asking us to be patient. I received a mail after my previous review promising delivery in the following few days, this never happened and I heard nothing further unfortunately. I have written requesting him to just play open cards with me, no if he can’t deliver to please refund me. I have not had a reply to this mail at all. It is a pity as I like to be loyal to a service that I use, and I bear him no ill will, but I guess I can kiss my money goodbye.