Bad service

We received gift cards from our company via Retail insight. Amongst the card not coming with information on which stores we can utilize it at - the card declined on my purchase at pick n pay and I had to use my personal card to make the payment. Upon checkingn my balance as I knew I had money left on the card and did not understand why it declined - they - retail insight had passed the payment as a success on their end and took my money. I called and was given a Mitchell email address to send my query too but 2 days later - no acknowledgement of my email nor refunding of my money - I will ensure our company is notified of this terrible service for sure!!!