fin rite bad customer service!

I filled a complaint yesterday regarding my claim delay this morning Cynthia of edcon customer experience service from Johannesburg phoned me and explained to me that my claim had been approved and that I have to pay an access fee of R500 and my phone would be delivered to my house but I then told her that I do not want the same phone I want the voucher to buy a different phone she was very friendly and understood and gave me a number of fin rite that I should call and tell them that I do not want the same phone I want the voucher and when I called fin rite the women that helped me I explained to her what Cynthia explained to me then the lady told me that the are no longer vouchers for phone claim and i told her but Cynthia from edcon told me I could get a voucher and my claim is R5000 but the lady spoke to me has if im making all this up she wouldnt believe and she even asked the number Cynthia had phoned from and I gave it and she said she will phone me back and she still didn't