Vanilla Prepaid Card review: Blocked card

In January 2023 I made a purchase, and I returned the item bought. The store returned the money back on Vanilla Visa prepaid card as they would normally do.

Vanilla blocked the card with no reason, pretending the store returned more and they need to investigate! I called customer service from Vanilla few times, every time I am getting same answer to send the return receipt from the store. I did send 2 times now to the email provided [protected]@incomm.com, case number [protected]. They keep saying they did not receive, to resend.

It is a scam. The store returned the money, so the money should be on the card.
How I can get the card unblocked? It seems this is their process, to steal.
Is there any way to make them solve this issue?
Thank you,
Daniela