Dissatisfied

I'm disappointed about PnP Skycity Mall, I mistakenly lost my slip which had my blue voucher and when I went back for a reprint I was told it wasn't gonna show the voucher pin and that I should call the blue company. I reached out to the blue company and Thabo answered and told me that PnP has to call and cancel the voucher and do a refund. How can a while manager (Eric) not know the process and how can a retailer so big not receive such information? Come on guys