Most unprofessional online customer service

I emailed the tfg customer care as instructed by a Manager at the LA Lucia branch.... I have a gift card that I wanted to use online as it was a really bad time to be going in store to make purchases.... I emailed on the 12 January 2021 and was rep**** to on the 13th. They asked for my card number which I sent through on the same day.... Up to this day I have not had a response and also sent through another email informing them of this on the 28 of Jan.... Is this how their customers get treated during a time of such financial difficulty?