refusing to give a gift card over after paying for

Contacted branch manger John over phone from Australia and discussed the dire need a friend was in as herself and her kids are starving, I got told i can just transfer the R500 into their account and as soon as they receive proof of payment they would produce a gift card to my friend. I immediately transferred the money from Australia and sent them the proof of payment within 20 minutes. Now nearly two weeks later they still havent given the gift card. They do not reply to my emails and when i call they just want me off the phone or they transfer my call around. My friend has gone in and called them everyday and they refuse to help her and are very rude to her. Myself and my friend has told them to contact their back if the money is not showing because the bank might hold it back due to it being an international transfer, they absolutely refuse to contact their bank and keeps telling us its not their problem and they wont contact their bank i need to sort it out. Theres nothing more i can do as they money went off our accountthe next day so it would of showed up in their account within 24 to 48 hours. I honestly feel they havs received the money and have ****** it .