Dragging to resolve a 5 months old query

I work for Virgunactive, I was given a 350 voucher by the company. I lost my number that I used when I registered on the shoprite app. This was in Feb in March I went to redeem the voucher, when I got to the store I told them that I want to change my number since the one I registered with was no longer working. They tried but they couldn't fix it, so they suggested that I call the call center which I did and then I spoke to Hlaulekani she said O must send her a picture of me holding my ID and my ID copy. Which I sent 2 weeks later I followed up with 3 emails but no luck then I tried again luckily she rep**** and said I must resend as the pictures were not clear. I did that but for 2months no feedback i ended up calling again I was told that I need to send the same things ID and ID copies I did followed up a week later no luck I followed up again was told that the pictured don't meet their standards I must go get confirmation letter from home affairs , I Rep**** asking what standards because they are not outlined anywhere. I requested that A supervisor or Manager must call me, because I have a drivers licence I have a firearm license, send me to a brach to go with my ID so they can confirm my Identity or why can't they request additional proof or call my company to confirm my Identity. This was on the 5th of August upto today no one called me.