Why did my Gift Card balance show zero after verification?

Hi,

Not sure if this is the right forum. But I have a gift card in my wallet, i think it is around 8 years old. I got it when I purchased my MAC, I think it is a promotion that time. I cannot remember anymore. Anyway, I contacted apple support two weeks ago to assist me in verifying the balance on my gift card. They helped me and said the balance and actually told me how to use it. So the next day, I was about to check out and use the card, it says zero balance. I was surprised. I had the saved conversation about the balance and how I am good to redeem it and all of a sudden, gone. I provided, front and back, PIN and card number to the rep.

I connected to ask them how my gift card balance went to zero, they told me that they will create a case id and they will investigate, told me to provide front and back picture of the gift card and they will send me a message after 10 business days, fast forward to today more than 10 days after, no emails or anything. So I called again, a senior rep talked to me and said, I don't know what happened why they did not follow up with you and asked the story again and asked to upload the front and back of the gift card again. So i did, but after talking to him, he said provide the receipt of the mac as well. I said that was long ago, and I do not have it. Even store policy will not be able to give it to me, since it might be more than 8 years. I think you are required to archive things up to 7 years? Anyway, he said, then my case is a lost case. You cannot recover back your gift card balance. And that's it, he said he cannot help me.

I have the saved conversation of how the first representative was able to access my gift card balance and then now, they need the receipt to investigate? he even told me if it was him, he will not followup anymore as no one can help me. I asked if I can be transferred to manager and he said, no Managers don't talk to customers.

Just like that my 450 gift card balance is gone.

Any advise?

[Re-Titled by Moderator]