Paid R1000.00 for an e-voucher but never receivced

I had purchased an online e-voucher which was processed on the 8th of October and the money deducted from my account but neither my friend nor I received the e-voucher in our inbox. I have subsequently followed up with customer services three times (once to follow up as I wasn't getting anything in return) and the issue still has not been resolved, nor have I been offered or received a refund. I keep getting emails back asking for information I have already provided and it takes days or a week to get a response every time! It has now been almost a month - how hard can it be to get an e-voucher issued! I have seen Annemie respond to queries here so I hoping she will help get this resolved as I am at my wits end and at this rate would NOT recommend using the online services.