Withdrawal ****

I perfomed a withdrawal of R2700 on 18 of jan 2023. They only sent me a pin on the 19th and not the 10 digits. I called them to inquire regarding this, they said they will request a 10 digits re-send to be done and nothing came through still. I then used to chat function to follow up on the 20th. The lady said she will escalated. I should get a call before the end of the 20th. Nothing happend i then decided to call them today. They told me the voucher was redeemed. How n when? They couldn't tell me.