Total dissatisfaction - Consumer Complaint for Vodacom - Head Office

Me and my daughter have been battling to resolve an issue with Vodacom since 24/02/2020. The issue is that she saved up Vodabucs to buy Air tickets to visit a friend in George from 12-16 March 2020. She redeemed 2 x 500 vouchers, using 750 vodabucs for each voucher. In order to get the Air tickets she needed two reference numbers, one for each voucher, Vodacom provided her with only one reference number. We have been calling daily to obtain the other reference number but the Vodacom Customer Care personnel clearly did not know how to deal with the matter, on several occasions they opened a service request, just to find an sms the next day to say "the service call is still in progress and is being addressed". Straight after that sms she received an sms saying "your query with service number...……. has been closed, without resolving the matter or providing us with an reference number. On 10 March the matter has know been escalated to "The back office", the operator promised to get back to me today, I am still waiting and my daughters time is running out to book her flight tickets to depart on Thursday 12 March, of which the price that she know has to pay in for the tickets is escalating by the hour, she is only a student. We have proof of the Vodabucs being redeemed with order dates and numbers. I have serious doubts and issues around competency, trust and loyalty with Vodacom.