Requesting voucher movement

I was lured to buy two Samsung machines with the hope of getting two vouchers , because they were about to expire I had to make rush enquiries at Durban and Capetown which I managed to secure hotels, but due to unforeseen circumstances I needed to move my voucher to one place I am told I cannot as if There was no payment done to the hotel, SA we are going through a lot and we need rest it is not nice to be told I will forfeit my voucher for just requesting movement.