Greenback shocking after sale service

I purchased an item on the greenback site using my points. 3 months later the item stopped working. On the 27 August the query was logged with Greenbacks. A couple of weeks later I followed up with Nedbank, they then followed up with the vendor. The vendor indicated that they could not get hold of me. Nedbank then sent the pickup address to the vendor to collect. It’s been now a couple of weeks again and the item is still not collected???