Airbnb are trying to tell me that my gift card has been used but we haven't used it

[Sally1033]

I AM SO FRUSTRATED I purchased a gift card a couple of years ago (they never expire), I have the receipt. The recipient received the gift card but then lost the email (they are elderly). The gift card was never used by anyone and now Airbnb are telling us that is has been used and they can't track down where or how it was used, and by who? And they won't replace it or even re-send the initial one. any tips on what to do?

[Sophia]

Hey @Sally1033, sorry to hear about the issues you're experiencing. It's been a couple of days since you posted, I was wondering if you managed to get this resolved?