Voucher not resend

My partner Andrew Mngomezulu won a voucher early this year, purchased with it on Bash had remaining, he has been calling and sending emails. The response is they have sent the voucher he even asked them to send to an alternative number, nothing received. Today same story they sent the voucher via mail but nothing. Poor service we want to use the voucher as it is rightfully belonging to us.what a disappoint