Multiply customer service slipping

I have been with multiply for more then 10 years and know that they take customer service very seriously...but there is always one person or department that drops the ball...here is one of those.. Last week on the 6/5/2023 purchased 4 R250 makro vouchers..I paid the R900 required and within five minutes I received the first voucher For R250..then nothing...I immediately emailed multiply...they only responded on Tuesday 9/5/2023...the response was that they had forwarded my query the the online shop and said that if I wished to follow up there was a number that was provided.. Here is my problem 1.i think that the person that receives a query should take ownership. That way a query never goes into a black hole. 2.to expect the customer to follow up a query caused by a shortfall on multiply''s side is just wrong. 3.if you have taken money from a customer and not provoded the service you should do everything possible to resolve asap... Hoping this can now be resolved urgently. THESE ARE JUST MY THOUGHTS USE IT DONT UDE IT ITS YOUR CALL!!!