eGift Card MISSING FUNDS!

I received an eGift Card from a friend for my birthday 29th May 2024 for 3k. i only made two online purchases totaling R2248,00. On saturday, 19th October I went to @Home East Gate to buy something, the cashier then said my voucher number shows that i have insufficient funds. She then called their customer care, who claimed that the balance is showing R0.00 but there is no trace as to what happened to the R752. they told cashier to log a call with synergy for investigations. i've been waiting since then. yesterday, (21st OCT, i called customer care and the supervisor on duty promised to look into the matter and call me back by end of business. today is 22nd Oct, still no call... i called customer care again, and Elien left my call hanging for 30minutes.. i need my money back