Nightmare

My 10 year old has been looking forward to receiving a Google Play card since she passed and after battling a life threatening disease. I gifted her the card on the 25th December, the excitement on her face was priceless but to her disappointment when she loaded the card it had a zero balance. Me being me I said I'll go back to the store which I did, the lady was very helpful however I was told that a guy from google will assist and the issue will be resolved. She (daughter) used the link she was sent but to no avail. Today's the 2nd of the New Year and my child's happiness is gone and the disappointment in her face is painful. All I want is my money back in order for me to gi to another service provider .