USELESS Gift Card

I have bought a Makro Gift Card for a customer in December 2017. The customer used the card in December to the value of LESS than half of the gift amount. All worked fine.

Today - the customer wanted to use it again, only to be told that Makro Gift Cards are "off-line" and the gift card cannot be used.

Firstly - they travelled at their own expense to the Makro store, wasted their time to find the products they needed and then are told they must use a different payment method as the gift card is "off-line". I paid with money that ALWAYS works for the gift card, Makro has had the use of ALL THE MONEY that was loaded on the gift card since beginning December, yet they cannot honour the little bits of money spent on THEIR gift cards?