I believe it's a scam. I'm having the same issue and it's the first time redeeming points. I've had 2000 points deducted (£10), and despite my eBay account saying a voucher has been created, it's nowhere to be found. I want my 2000 points back as I have no voucher. I'm in a chat with eBay and the agent has disappeared from the chat. I'm really annoyed! Never again!