Shoprite Money Market not thinking for customers

I went to shoprite to redeem my voucher for funeral R6050. When I get there I was told that the number I used is not the same as the one I'm using now. They then asked me to send ID and my photo I did . And the email said within 3 to 7 days . I called again today only to find that they need my marriage certificate . If I didn't call what was gonna happen as they said they called but no records of missed call from them. The voucher is there they can see it and they did verification but no they can't help me regardless of me telling them is for funeral arrangements.