Despicable customer care

I purchased 2 gift cards on 15 September 2021 from Woolworths Menlyn Park. Upon receiving the cards, I stored them safely in my handbag. A few days later, I realised that one of the cards had gone missing. I then reported this and I was told to furnish receipts as proof of purchase. To date my query has not been resolved despite having spoken to the manager who mentioned that there was nothing they could do to assist me. Her dismissal of my query contradicts the information a gift card department consultant confirmed to me that the matter would be resolved favourably upon receipt of proof of purchase. Its been an entire month since this transaction was performed. Please help...