Staff members have not acknowledged reports

I've recently heard bad things about the edcon group on the Internet and thought it was exaggerated.my own experience regarding a staff member using and emptying my gift card without my presence and card has left me thinking otherwise. I have not heard from them since lodging a complaint have not been contacted by the regional manager after requesting so and calling head office three times this week. It's over a week and no answers have been given and it seems staff can do as they please and there's no one to report it to. All I get it a formal response and nothing further.