Refund/gift card used on line

Purchased goods instore on 8 June 24 with gift card received for my birthday. Returned goods to store on 11 June and purchases were refunded on a refund card. As it was late afternoon, decided to re purchase online and did so entering the refund card number, remaining balance of order to be paid with my bank card. Unfortunately bank approval took too long and transaction dropped. Woolworths app then prompted me several times to retry the refund card, which I did but app gave messages of technical problems. I then paid for the online order with my bank card. Following day I tried to call call centre to no avail. I emailed customer services who rep**** saying that one can only enter a refund or gift card once, thereafter if it fails, it goes into a ledger account where the money is held and it will take 3 to 5 working days to be investigated. I have not had further feedback re outcome 9f investigation since, but at till point in store the card shoes a zero balance. The amount on the card is R1206. In calling the call centre, one has to listen at all the options, none of which gives you option of speaking to gift card department and at long last there is an option to dial 1 to speak to an agent, but on dialing 1, the call cuts out each time. All in all, very bad customer service. I have both tge original gift card and the refund card in my possession and all the slips of the transactions done in-store. This needs to be resolved asap.