Appalling service for gift card reissuance

Lost a gift card, completed replacement gift card forms and affidavit and sent to Woolworths Mall of Africa on 6 December. Was assisted by Amenda and she was out of office when I sent the required documents. The lady she handed over to didn't monitor the mailbox. Monday 9 December I called to follow up on reissue of gift card only to be told that my email has no attachments. I resubmitted. Been waiting for a week for reissuance. Gift card department has apparently been out of office for the past 2 days, they also don't have a direct number so the store can only reach them via email. Thambane from Woolworths Mall of Africa said they can't assist me until I receive the new voucher number via SMS, he put me through to customer service to lodge a formal complaint, they also said they can't assist. I've been driving to Mall of Africa the entire week from Pretoria with the hope of getting the voucher to make urgent purchases which I couldn't find in Menlyn. I've been taken from pillar to post. What a disgusting concept that the gift card department has no direct line, and that they've all been out of office for 2 days and with no one to assist with customer queries and escalations. I'm disgusted and appalled by the service I received from Woolworths.