Kingsley Heath dissapoints with competition

I recently won a R5000 voucher on facebook from Kingsley Heath for Mothers day. A few weeks ago my purse got ****** in Canal Walk with my gift card in and I immediately went to KH and a very friendly staff lady helped me to block the gift card (she pulled the remaining balance on the card around R2300 and said they would let me know as soon as head office transfers the balance to a new card then I can fetch it). Weeks and weeks later they phoned me and said they wont transfer the balance due to some policy. I find this utterly disappointing and opposite of their high promise of customer service and quality. They blocked the card, they know the balance, so why wont they transfer it? I believe its just an opportunity for them to save money and not pay out the money that I won in the competition. The delayed feedback is also extremely unprofessional. Will never enter any of their competitions again and will dissuade anyone to buy a gift card from them since they do not honor the brand image they are trying to create.