Most ********* Company ever

After I complained on the 11th of Jan about gift cards that expired. I was told on the 12th the matter would be escalated to the relevant people for authorization. It's the 24th of Jan already and I'm still waiting for feedback. Can it really take that long? As I said before I understand that the cards have expired but the money has not expired. What happens to the money? The back of the card shows card expires after 3 yrs but it doesn't specify that the money is forfeited. It just says money can't be used for airtime or to settle accounts or exchanged for cash. People are cheated out of their monies. The following reference was given to me ********** 1660/GO