Gift card unable to activate - no service from gift card department

I received a virtual gift card as gift from my company on the 25th December via sms.

The next day, the 26th I went to the nearest Woolworths to redeem the voucher, however when trying to redeem the voucher it kept saying invalid card number. The store managed to assist me to log a ticket on the customet sevice portal and advised that the gift card department is closed on the 25th and 26th, understandably. This morning, the 28th, I received a phone call just after 10am from a customer service representative requesting me to email them a screenshot of the gift card as proof, and that she will forward it to the gift card department for assistance in activation. At 12:30 nothing have happened and I phoned the customer care line on which they said they are still waiting for the gift card department. I requested to be put through to the gift card department to find out what is going on, however I was shared that the public is not allowed to speak to the gift card department directly and that the query will be resolved soon.

Woolworths why do you even provide gift cards as a option if you clrarly can't handle the queries and why do you have a gift department if the public cannot engage directly? Gift card received on the 25th, and it is the afternoon of the 28th and the query is still not resolved. Reference number logged: ***-*** Absolutely pathetic.