Iwyze phone replacement failure

I am currently frustrated by claim process. I received a voucher card which has a list of specific shops. I had initially bought the phone at Cash crusaders but it's not part of their list . I asked them to open that card to open it to work on that shop for specific reason Price and availablity of the specific device. But they refused to say it's selling second hand goods. But he came later with a suggestion that I can buy second hand device (Phone) at Makro or Hifi corporation or iStore . I contacted both Makro and Hifi Corporation but those are pre-owned devices are ONLINE ONLY. Their card is blocked for online purchases. I then went to iStore Menlyn where the card also failed. I called the assessor several times and he does not pickup my calls because he's busy other clients. I sent an email to which he does not respond to. I sent him WhatsApp, and he rep**** by saying I should contact call centre. Now I am stuck.