The same thing is going on with Google Play gift cards. I’ve lost $150 not understanding how difficult it is to correct any issues with redeeming them as they don’t have phone support for them, only automated email.
Since I have rocks in my head I tried 13 times to get the issue fixed with photos of the card and the receipts. The store were they were bought washed their hands of it saying there’s no refunds on gift cards. It was ridiculous and I had to give up. I needed to do charge backs on my credit card and I can never redeem a gift card on my google accounts again.
Reading online it happens often where people buy them in a grocery store with cash and are unable to redeem them and there is no recourse. Google is keeping millions of dollars of unused Google Play cards. At least there was a class action lawsuit at one point in California about it. Not sure if it’s gotten anywhere. This is when I think government intervention is needed.