Nedbank send imali consultant not knowing what he is doing

I received a send emali voucher and when I got to the atm to withdraw the money the pin had expired and when I tried to follow the prompts from *120*001# it wasn’t sending me the new pin I went to their branch bye Cresta mall the lady at the information desk called the department that do those queries she tried to get help and they couldn’t help they blamed my network provider who I called and said nothing was wrong on my side. The only help they could give me was wait for the voucher to expire and the sender can send it again, which is a serious inconvenience to me and my family and I wanted to buy medication for my young daughter.