Unhappy Customer

I am not happy with the service that I have been receiving from GAME store (The Glen Mall). I bought a Game gift voucher, but it is now a struggle to use it. I bought from them a gift voucher for the amount of R13000, so I used a portion of R3000 with the remaining balance of R10 000, however now I tried to do a purchase with the balance and I was told my slip has faded and was referred to send an email to customer service which I did, and they responded to my email saying “In order to assist kindly send us your Id number or account/ card number”. Which I did, but still no feedback also I have been going to the shop several times and they say the head office is not responding to them. Like why are you now sending me from pillar to post? it’s been weeks of waiting and one has reverted back to me with regards and I need that money!!!! Game stores, I have provided you with all the required evidence and details kindly refund my gift card so I can use it.