Jabulani Mall WW

I bought myself a voucher. I have an email sent to me confirming this. I had to travel to get to WW and I don't have my I'D on me. I do however have a copy of it on my phone. How can your system be so rigid that I can't be assisted with redeeming my own voucher when the email with the voucher references the same name on the ID copy I have on my phone with my face! It feels like unwillingness to assist.