Lungelo - no urgency to resolve

I am extremely disappointed with the service I’ve received from Incredible Connection.

I placed an order online for 2 Microsoft vouchers and 1 PlayStation voucher, but instead received a completely incorrect item (a Flash voucher). This is a straightforward error on their side, yet resolving it has been unnecessarily difficult.

After contacting customer support, I was assisted by an agent who advised that the matter would be looked into within 24 hours. Instead of ensuring proper resolution or escalation, the ticket was simply closed, leaving me without a solution.

I have also logged a formal complaint against the agent, Lungelo, which was acknowledged as received by the same agent, yet no further action or escalation has taken place.

I have since had to follow up again, wasting my time trying to correct a mistake that was not mine to begin with. There has been no sense of urgency or ownership in resolving the issue.

It is unacceptable that a customer receives the wrong product and is then left to chase a resolution, especially for something as simple as digital vouchers.