Ackermans ,very disappointing aask me and I'll tell you

On the 24th September 2019 I went to Ackermans Centurion mall to buy a gift voucher worth R1000, kept the voucher with me and gave it to my nanny to go spoil herslef, she went to Ackermans in Germiston to shop only to be told there is 0.00 balance on the card.Ok , last week Friday 18th October 2019 i went to report the matter to Centurion mall(Ackermans) , a gentleman called Obakeng helped me to fax the requested details to their Head offices, this is the(gift card number, my Id copy, my statement, proof of payment) and after the Head office promised to call me the same day.Today its Tuesday the 22nd October and i have not heared from them. Ok i call Centurion mall on *** to follow up with Obakeng,Zacharia answered the phone and he tells me that Obakeng is off duty but he will call him and let me know. Atleast he called back and said if the head office has not called me, i need to go to my nearest Ackermans and do the same process which is report and fax the details all over again.I am appauled at the service of Ackermans and having been their customer for years, im dissapointed.I need my money back people, i will go to the end of the universe for this matter t be resolved, do not promise to call me,CALL: my number is : *** and name :Marlyn.My question is, why do i need to keep doing the same process over and over again? Obakeng went to check on their Centurion cameras and he said there was "mysteriously" no recording for the 24th of September , and he told me the voucher was used in Little falls Ackermans on the 25th September, i have not been there i don't even know it.Please do not call me with apology, call me with a resolution please, its almost Xmas and aunty wants to buy her kids Xmas clothes