Very unhappy with the pep store

I went to Pep cell at Junxion mall in Philippi cape town and I bought a voucher on Saturday 08 March 2025 but could not load it on that day as it kept on giving me error messages so when I wanted to give it a try on Monday 10 March 2025 I discovered some numbers were missing so I went back to the store to request a reprint and I was told I couldn't get it, of which I do not understand because the purchase is on the system I should be able to get a reprint so that means I lost my money if I'm not getting a reprint.