PASSING THE BUCK

Last week Friday I called in to your call center and asked for my Birthday voucher. The consultant told me that I will receive my voucher on my birthday which was on the 14 December 2015 and it will be sent via email. I agreed. On the 15 December 2015 I called into the call center again and this time the consultant told me that the person responsible for the issuing of vouchers is in a meeting. She took down my number and assured me she will get them to give me a call. 3 days later no one called so today I call in and speak to a lady named Rosina she tells me the reason I never got the email is because I opted out. I explained I never opted out on anything all I did was call in to change my email address,so if anyone opted me out it would be your call center staff. Now this Rosina tells me she will forward it to the person in charge but he will see I opted out. What **** is this. I have been a customer of Makro for years and never opted out at any stage. I want my voucher a.s.a.p as I have to do my Christmas shopping and this is delaying me.