Vanilla Gift Cards review: Reimbursement

Received a $100 Vanilla Gift Card for Christmas. When I opened it the last four digits were missing off the card number and the security code was missing. I filed an online complaint with them, at the end of the process it prompted me for documents, such as the receipt, which I did not have access to at the time. regardless, I hit submit. Now there appears to be no way to add the documents they requested, even though they have a "track my case" section. So, it seems like VanillaGift is complicit in the scam because they do not have an adequate complaint process. You also cannot get anyone on the phone.