Terrible customer service, an admin team that just ignore customer queries

We bought goods valued at R23852.64 and received a Shoprite voucher valued at R200. The voucher was never used as it was SMS to a phone number where we had to do a sim swap due to smash and grab. We alerted the store manager who escalated the matter. Two months later we were advised that the voucher was resent, where to? We asked that it be sent via email because we still haven't received it. After lots of correspondence we still never got the voucher. This is for account number: 002818. Will we ever receive this voucher, or is it false advertising? Why is the admin team of Lewis so slow to respond? or are all our emails and complaints being ignored? This is just bad customer service. Terrible