Come on Woolworths surely you can do better?

I am a fairly prolific supporter of Woolworths both Personally and in Business and in the last year have purchased numerous gift vouchers for incentive purposes. One of those gift vouchers was given to a family member who used the voucher at Woolworths Lambton and received her slip after confirming she had a balance of R1064,70 left on the 8th December 2020. In January this year she made a purchase only to be told the card had a R0 balance, While this obviously a huge concern as the card has been in her possession all this time, I am unhappy with the manner in which this has been addressed, firstly she was told she had to report the problem at the same Woolworths where she made her last purchase and that the Woolworths at Mall of the South could not assist, lets consider for a moment she is 71, and there is COVID out there, is there therefore not an easier way? She went to Woolworths Lambton who after a week are still looking into the matter, this may well be the case but at what stage do you concern for a larger conspiracy whereby Pensioners are fleeced of their available funds on their gift cards. Come on Woolworths surely you can do better?