Gift card

I tried to make a purchase online on 30th January using my gift card, unfortunately my network got disconnected and I couldn't finish the transaction. A few minutes later I tried to do the transaction again but it showed my balance as zero (My initial balance was around R3100) while the items were still in my cart and I had no active orders. I reached out on Twitter and the gift card team contacted me and told me that the transaction will be reversed. Yesterday I checked if the transaction had been reversed and my balance is now only R350 while I had around R3100 in the gift card. I again contacted the gift card team now they are telling me the balance is R3100 on their side but when I try to make an online purchase it still reflects as R350. This is really frustrating because my order didn't go through but it's a struggle to get my initial balance.