Apple Gift Card Damaged and still not respond for generate new code

I bought gift card apple from Jan 29 on Best Buy and missed 2 letter or number on the gift card by security in the Best Buy. After that, I reported to Apple Support and they told me to wait in 72 hours. Now, it is Feb 5 and they said they will double check for me and wait for respond. Also they don't know how long it will take? I don't know what to do but it is $200 gift card. Can you have anyway better for me to report or file a claim for it?