Terrible service

So disappointed! We bought one of our Directors a gift voucher online and they will not allow her to redeem it as her middle name was used on the voucher - as this is how we affectionately know her. What a joke! No where online does it ask for an ID number to be inserted or name as per ID. Are we to accept this money is now lost? Ive emailed 4 times an called 3 times but no one is available to assist