Worst service ever 😡😡😡😡😡

I bought a gift card at makro early this year and I have been putting money into the gift card monthly. I lost my gift card shortly after I topped up on the 26 of July 2022. So I went to makro wonderboom to do a gift card replacement and I was one of their managers took down my gift card number and my ID copy and said that she sent it through to their gift card department and they will transfer the funds to a new gift card and they will call me to come and collect it. I asked her why can't I get my gift card now and she explained that the funds are allocated by gift card department. So I left and called their gift card department and asked them the turnaround time they told me that it's 4 hours. And he suggested that I call the store after 4 hours as they should have a reply by then. I decided to give them Wednesday and Thursday hoping that they would call but I never received the call

So this morning I call the store and the lady who was assisting me tells me that she told me not to call them and they will call me . The funds are not yet allocate to my new card. So asked her to escalate for me as I really need the gift card , she then told me that the person dealing with my gift card query( Pleasure) is not at work so she forwarded my query to Bernard and Bernard hasn't transferred the funds yet. Again I asked her if she can please escalate for me and she said no she told me that they would call , and she still has a gift card query she logged for another customer 2 weeks ago and the funds have still not been transferred. I told her that , that has nothing to do with me , I just want her to escalate for me and she again said I must wait for her call. I called their customer service and they said they will send my query to the store for them to resolve my issue urgently and that was this morning at 9h50 and I am yet to receive feeding.

At this point I just want my money back. I can show the receipts where I topped up and I want them to give me my money back. I was saving on the gift card so I can buy puppy supplies for my daughter birthday . But now it seems like no one is interested in assisting me.