What Customer Service Pick and Pay????????

I have a R1000 gift card which my wife and I gave to our children's teacher as a gift to thank her for all she had done for the children. How embarrassing when she went to use it but they couldn't process it because even though it shows a balance of R1000 the card appears faulty. We were left feeling really embarrassed. The store wouldn't help her and said they must get hold of customer services. What a joke!!! Customer services continually tells you they are having extremely high volumes of calls and you can use the "bot" which I tried as well. Another joke!!! The message on my screen says they very busy and will get to me in a few minutes. Ha ****** ha. 4 hours later and I get a message saying they couldn't get back to me and I must try tomorrow. Really? I am the customer here!!!! I have emailed, left messages, tried the so called "bot" and I have still not been helped. Tried phoning the New Redruth branch only to be told that only customer service can help me. What do you suggest Pick and Pay? I have been in sales for 32 years and think I know something about customer service. Maybe you need to start training your people and re-looking at your systems which are clearly failing you.