Unusable redeem code

My son received an xbox pre-paid gift card for his birthday, the last four digits of the redeem code are unreadable so I have requested a new code via the website. I uploaded a photo of the card showing the illegible code and the receipt. I received a
request to upload the front of the gift card, this was done. I then received emails telling me to do what was asked. I again uploaded photos showing front and back of receipt and gift card. I informed them this was done, microsoft have now refused my request
because I didn’t do as they asked. I can only assume they make their money by ripping of children who buy gift cards for their friends. A truly horrific experience with microsoft. Does anyone know if they actually ever assist anyone or pretend to help and
then refuse all requests?

:)