Vanilla Visa Card Refused to issue a new gift card, when gift card was stolen and used. fortson georgia

Our company deals with Disabled people, We get gift cards fot this client monthly. I sent via mail this gift card for $150 on Feb 1st 2019, I received several calls from him stating he did not get the card, on Feb 12th I checked the balance on the card as we keep copies of the receipts and make copies of front and back of cards for records.

Card was used on Feb 2nd at a restaurant for $54.68 that restaurant is 36.9 miles from where client lives and client does not have a vehicle. I filed a report with vanilla visa on 2-13-19 and on 2/26/19 I received a letter in the mail stating that my case was closed and to contact the mail carrier. I called back  and was assured that the letter I received was mistakingly sent out and that they are still working on contacting the merchant, and that they have up to 90 days to complete the process.

I have called several times after this date to get an update and each time I'm told they are still working on the case. I called back on 5/30/19 yet again and was told to call  back on 5/31/19 I was unable to call, I called on 6/4/19 and was told by a girl who answered the phone that the case had been clossed since Feb 22, 2019. I asked to speak to a supervisor and was told that they read the same notes and them.

I did speak to a supervisor who kept saying he understood what I was saying but there was not going to be a replacment, I told him that they have taken grocery money from a disabled person on very limited monthly income and again, I understand. Apparently this company has a habbit of ripping of people.  I am trying to understand this process and and how they can not refund  this client the complete $150 but if you take $150- $54.68 (that was stollen) =$95.32 so who gets that.?

I'm not done advocating for our client. There is a high rise of theft with visa gift cards, and have run into this problem with another company and they have always given a refund. Our company gets roughly 40 gift cards a month and I have notified workers to never buy card from Vanilla Visa comapny, they are very dishonest.