Voucher card transfer of balance

We received a sizeable voucher (a couple of thousand Rands worth) from our friends and colleagues with the birth of our second daughter last year. Our toddler was playing with my wife's handbag and the card got misplaced.

My wife contacted Dis-Chem via Facebook and had an extremely helpful representative that assisted her with the query, but was informed that per the voucher card T&Cs, that if the card is lost, the balance can't be shifted to another voucher.

My wife has the original balance receipt, the card number and other relevant details at hand as we received this as a gift, but Dis-Chem is not willing to transfer the balance from the gift card that was lost to a new voucher as it is against their T&Cs.

I would understand and agree with the T&Cs if the original receipt and proof of ownership of the voucher card could not be provided, but surely if they can check the balance virtually, said balance can simply be transferred to a new voucher card? A couple of thousand Rands is now down the drain as the balance is restricted to the card, which makes zero sense considering Dis-Chem's ability to track spend on the voucher card and access it's balance on their back-end.