Lost gift card saga

So appalled by your level of customer service. I purchased a gift card at your Melkbos store on 17 Sept, lost the gift card and then went back to the store on the 18th with my slip as proof. Filled in the necessary documentation to have the gidt card blocked and a new one issued. I was told I would get an sms within 2 days with a replacement card number. To date, no such sms has been received