Shop rite voucher

My sister sent a voucher to shop rite money market account from her mobicred account only to find that shop rite has her old number and not the new one. She asked for a number change with shoprite and sent all the required information and documents they requested . however they still giving a ran around and not assisting as they should . I am really disappointed with shop rite checkers .this is *********. We are also going to report this to the ombudsman