Prize not received and no response given

I've been waiting for a week for my prize that I won. The head office contacted me on 16/11/2017 to say that I won a prize and that they will send me a email with all the details so I can collect the prize from my nearest Makro but no email was received at all. I tried contacting via the number that contacted me and the lady who answered told me that she can't help me if I can't give the name of the person who contacted me. I then sent an email on 20/11/2017 stating that I didn't receive anything and asking when or when am I going to get my prize which I still haven't receive any response at all. I tried messaging Makro via Facebook and yet still nothing gained.

I'm still waiting for my email with my prize collection code and no one at Makro can help me wondering if i'm ever going to receive the prize which was promised.