Furious loyal customer

I am disappointed in your services. Been trying for almost a month to get my e-gift card refunded after the store told me that the voucher was invalid. The store in Mossel Bay logged complaints since and nothing is happening. I decided to take matters into my own hands, contacted customer care on the 8th of December 2023 and spoke to Jade. Guess what, after a promise to make contact with me by latest Saturday 9 December 2023, she never phoned. Why is my money good enough, but when it comes to customer services, you do not give a ****? I have been in contact with the area manager, Doreen and not even she knows how to escalate the matter. Why do you have area managers?