Mediwallet customer service is atrocious

My partner has a mediwallet account. We thought it would be a lifesaver in the event we need our vet bills covered. My partner issued me a voucher to use which I then activated as per the instructions. I received notification that my voucher was successfully activated and I will be able to use it. I went to my scheduled vet appointment which is one of the mediwallet listed partners. I tried to use the voucher but they could not find the voucher. After numerous attempts I ended up paying cash.

We immediately emailed mediwallet asking why I was not able to use my voucher to which they responded that it needs to be used at a listed partner. We responded that we did. We asked if there was a waiting period but no response. We asked if we could reverse the voucher because I can't use it. No response. We got a bill to pay our account (the R1000 voucher) but more than a week later still no assistance. We have to schedule out spay appointment and now we are unsure if mediwallet will cover those costs.