PrepaidGigtBalance review: Visa gift card

I received a gift card from prepaidgiftbalance - visa.
My family purchased the card at Ralph’s 193. The card was active and ready to use. I tried using it but it declined. I called the number in the back [protected] they prompted me to file a replacement request online. I told them that I tried but it prompted me to call. They said that I needed to send my valid ID and front and back of gift card. The fax given was [protected]. Fax didn’t go through after 20 attempts. I called back. The person read from a script and gave me a different fax number [protected]. He hang up after I told him that I would be recording the call.