Clicks *******

I called customer care asking for a replacement gift card, I was told there’s nothing they can do. I asked them what happens to the money that’s in there, the lady said it’s treated as cash and if I lose it then it’s my loss. But the thing is the money is there with clicks. I should be refunded or given another card. I used my club card to make the purchase but I’m told it can’t be traced. It’s a *******