Bad Client Service

I made a purchase on the Voda store and used my Voda bucks, this was on the 16 November 2024. I have not received my order till to date. I called client care and was told that what I ordered was not meant to be delivered but i had to go into a store and use the WI code to make a purchase. I told Charity that i did not receive the SMS with the WI code nor an SMS confirming that I made a purchase. She checked on the system and told me that the WI code has expired , and I told her i never received the WI code , she then told me she was going to log a request for me to get a new WI code , in this process she tried to send me an SMS she needed so she can log this request but i never received the SMS and when I told her she said she has tried numerous times to send me the SMS but it kept giving her an error message saying "system failed" . Can someone assist with this as my Voda bucks were subtracted but i never received the Wi Code, can i have my Voda bucks reversed or have a new Wi Code. I also asked charity for a reference number for my call, she said there was no reference number and have to wait 3 days for feedback