Instead of a refund, Woolies gave me a gift card that was used by someone in another city

I purchased items online January 2023 that was never delivered. I requested a refund to my card but they "couldn't refund to my card". Then I said I wanted physical gift cards delivered to me instead. Next moment they sent me an SMS with 2 gift cards totalling R580. I used the R80 card with no problem. When I wanted to use the R500 gift card, that is where the issues started. I contacted customer care more than once to try fix this. In December I was told that the R500 gift card was used in May 2023 in Cape Town. I was not in Cape Town in May and live in Johannesburg... Then they ghosted me. Since then I have contacted them twice with no response. I am still out R500.