Gift card balance disappeared

[yvettelavonne]

I received a $75 gift card for my birthday. I shopped online and made a purchase that required me to use another card to pay the difference. When I checked out, $75 was used from the gift card, and the difference, $16 was charged to my credit card. After a few days, I checked my order and noticed the entire charge, $91 was posted to my credit card. I called customer support 3 times and explained I used my gift card and credit card, but they found no evidence of my gift card. I called the 888 number on the back of my gift card, and they confirmed I used the amount on the same day/time, yet my transaction does not reflect this. I was told I can return all the items in store and get a full refund if I did not want to “pay” the entire amount. I am sad and confused as to why this happens. I even double checked my gift card before making the purchase and confirmed there was money on it. After the purchase, it says a $0 balance. Where did the $75 go?

[keelybt]

@yvettelavonne I'm sorry to hear that! I will be happy to take a look.  It looks like your private messages are currently turned off. Please send me a private message with your gift card number. You can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app.