VERY UNHAPPY AND UPSET BY WOLLIES POOR SERVICE AND DELAY IN REFUNDING MY GIFT CARD

I bought some items using a gift card, i had to pay a R48 difference and was directed to my banking app. For some reason the Woolies website gave me a red message saying the transaction was not approved by my bank ( not sure why cause I had funds and put in the correct credentials ), the order didn't go through as a result. I then decided to go into a nearest Woolworths store to buy using the same gift card only to be told it had zero balance.

I enquired how is that possible cause I didn't use the remaining amount on the gift card, they told me I must call their call centre for answes which I did. I spoke to a call center agent who asked for the gift card details ( number and CVV) and promised to give me feedback within 48 hours. 48 hours expired and I never had from them. I called again and the guy I spoke to said gift card department only deals with email enquiries as a form of communication, after fighting with him he asked for my cellphone number and made me to hold the line for a good five minutes afterwhich he told me my query is at the right department and I will get feedback in five days after they are done with their investigation. I am really upset because they knew that my purchase didn't go through but are keeping my money for God knows what. What exactly are they investigating if I got a message on the app saying the order didn't go through.

Unfortunately this is not the first gift voucher that ends up being not refunded to me. I'm not sure if this is their new way of de*****ing their customers or what cause it doesn't make any sense that they are taking so long to investigate something they know is their fault.. there system should be able to return a customer's money within a day once the transaction becomes unsuccessful