No voucher number sent and pathetic/no support

I purchased a voucher using the mobile app but it was not delivered to the recipient. Money was deducted from my account but I cannot find the voucher number in my app. I called the helpline *** but I am on hold for a long time so gave up. The service is pathetic and the voucher system use to work. It caused a lot of hassles for me and the recipient, who had to walk to an ATM to try and redeem the cash. I'm going to advise them to use the new 'zero banking' services. It's disgraceful how banks inconvenience customers but charge ex****bitant fees for basic transactions.