Edgars Gift Cards

My son bought me a gift voucher (R500) for my b-day during March 202, due to Covid 19 I could not redeem it. I went to Edgars 2 weeks ago and they told me that the card have a zero balance. They suggested I get the receipt from my son. I went to Edgars again last week with my son and his proof of purchase. The lady once again confirmed the Zero balance. She made copies of the card and receipt and said she will escalate it to their Head office. She also suggested I do the same and provided me with an e-mail address, I receive a response from an Outbound Manager that they have similar escalations and are aware of ***** that is happening with these cards. It is now 10 days later and I still have not received a response from Edgars.