Woolworths- arrogance or incompetence?

On Wednesday, 10th January 2024, I phoned Woolworth Call Center, to lodge a complaint about poor quality Muesli I'd bought from Woolworths. The disinterested consultant informed me they would look into this and gave me a reference number: ***. I asked if I would receive a refund on this product - her answer, it all depends on the outcome of the investigation. A few days later I received an email, promising that I would receive a R100 refund voucher via SMS within in 4 business days. Nothing happened. I again phoned the call center on 18th January & explained the issue. Another rude and disinterested consultant. She informed me there was a backlog of complaints and I would receive the refund voucher sometime. I asked if it would be days or weeks, response, she doesn't know. To date, no feedback from Woolworth and no refund voucher. I'm trying to decided whether Woolworths has purely decided to adopt an attitude of arrogance with its customers, or whether it is an issue of gross incompetence with their staff that is clearly not being addressed. How do I get this issue resolved?