Appalling Cusetomer Service AND *****!

I won airtime on the Vodapay app, playing the '5 Daily Quiz' game and when it came to claiming it - the SSD code did not work - said "failed request". I then contacted Vodacom on Facebook and was told to email ***, which I did. The did not reply, so I emailed them again and still no reply. I have again followed up with Vodacom on Facebook (and by the way it is IMPOSSIBLE to speak to a human customer care agent - and TOBI, the bot help, has a very limited menu which is ZERO help for this kind of issue) and the 'person' helping me is asking me ridiculous questions like do I remember when last I got an advance, what date and hoe much - WHO THE HELL REMEMBERS INFO LIKE THAT?!?! Then they tell me if I can't answer, they cannot verify it's me (I said there must be another way?!) and then told me I need to go into the store with my ID, and then they stopped replying when I asked them to get someone who CAN help to call me. Just THE most APPALLING and DIABOLICAL service!!!!! Noone to talk to - noone who can help and still I am sitting withOUT my legitimate winnings!!! Promising customers rewards that get won fair and square and then simply not delivering on those promises IS *****! I have been trying to resolve this patiently for nearly 6 weeks now. This is absolutely disgusting customer "care" and the fact that you CANNOT speak to human on the phone, is beyond ridiculous! TOBI just cuts you off when you don't select an option (and again there IS NOT one for this kind of issue) - without even asking you or redirecting you to a customer care agent. Really, it's DISGUSTING!