Mr Price - Voucher bought at mr price home parkview - airtime was claimed from the voucher at kwaggasrand

My mother bought a voucher from Mr Price Home (Parkview) for Christmas. Two days after Christmas we wanted to buy something and it was noted that Airtime was claimed from the voucher at Kwaggasrand. An enquiry was opened and I am still waiting - no response since 27 December 2022. The assistant manager from Parkview just puts the phone down in my ear - he is still waiting. Very rude - not sure that is how a customer should be treated.
I bought R7000 worth of goods the same day from the store and I said I am bringing it back if no joy - he said so do it then.
Also asked if I should open a case with the police - he said - Yes go ahead.

Is this really how much I am worth as a customer MOSES!!!!?????