Still NO voucher

After arranging with the call centre agent to cancel a booking on behalf of a family member whos daughter was terminal ill, so she could spend more time with her, I was promised a voucher. I had sent all the documentation through as proof and was promised the voucher would be mailed to me no later than Saturday 06.06.15. Surprise surprise, I didn't get it! After calling again and speaking to another agent I was promised it would be sent, I have still not received the voucher!! I received a blank email Titled as Voucher but with no attachment or correspondence? I sent the email to the consultant to query and have still not had a response? Having a family member be terminally ill and pass away is stressful and sad enough, I should not have to go through the added stress of making sure employees do their job and follow through on their promises! I am DISGUSTED!