Vouchers for airtime and data bundles

My wife purchased vouchers on 14/08/2015 which were pre-loaded to her cell phone number (TRAN# 20677 Doc# INO129T***). We later realised that the vouchers were not reflecting as such as the balances were R0.00 for both the airtime and data bundles. We followed up with the store on Saturday (15/08/2015) and we couldn't get any explanations on what could've happened. The matter was referred to the Vodacom's IT department by the store and on Sunday (15/08/2015) my wife followed up with the store. She was told that the IT department has resolved the matter and that she must switch off the phone and reboot which she did. Still, the balances were still R0.00. She then requested a refund and the store is giving us a run-around. The only thing we want is the resolution of the matter, this conduct is grossly unacceptable.