Service stinks

On the 19th of January 2023 I got a sms voucher stating I have received R1000 gift voucher and delivery are on Platinum life. When I try to order and redeem my voucher they are billing me for delivery. After sending them emails they are still not answering my questions correctly. But they were suppose to deduct R129 for a policy on the 7th of Feb. Due to unforseen circumstances there was not enough money in my acc. Instead of waiting the next month for deduction, they took it off last night! I havent received any gifts like they promised last year, no policy papers have been posted to me. They are eager to take money but can not answer questions correctly and satisfying. Spider bit me in my neck, I had to ask my aunt for some money so I can go buy medicine. Now that is down the drain too thanks to platinum life!!