gift voucher

I bought a gift voucher as game in Alberton city for a gift for a friend. I bought it on my game card. We my friend try to use it they said there is a machine fold with the card. The voucher show that it is on my account but they can not use it. I called customer service they could not help me... so what it comes down to game sell give voucher that you can not use but they pocket the money. The lady that helped us that was very rude and not really helpful.