Disappoint the unprofessional customer

I was a Forever New fan, I bought every week in the shop or online until I have got this unprofessional customer service few weeks ago. This is not real as website said the friendly customer service will be in touch in 24-48 hours. I have purchase ladies clothes at Forever New retail shop online. The item price was under offer and then changed to original price which more expensive when I was going to check out. I have complained the issue to customer service lady Rachael and told her this was not the first time. Rachael claimed that didn't understand the situation when I called because she didn't respond email. And then I sent again the email with detail explained and attached the photos. And told her that please report the issue to company otherwise I won't be Forever New guest. She still didn't respond the email a couple of times. During the email conversation, I also requested another team member to serve me if she didn't understand and told her to ask more information if she didn't understand. Because it's always Rachael served me whatever I requested or called. I decided to request refund of 2 gift cards after many email conversation. Ridiculous thing was that she couldn't understand my situation and she have inform me the issue have pass to the team. So the last email she sent was "We are unable to refund your gift cards for cash as per the terms and conditions on these cards. If you wish to take any further action you will need to contact the ACCC as we cannot assist further. " I understand if Rachael couldn't understand my situation but she never tried to help me. I felt like my feedback is nothing important to her and Rachael was the only one who is unprofessional to handle this case as such a big company. Also I saw the same issue happened again on the website after one week later since I complained. I have contact ACCC and hopefully I can have refund. Otherwise I will purchase the last time to use my gift cards as I have to.