Apple Support denying request to re-deem a defective Apple Giftcard with 14 characters instead of 16.

I have purchaed an Apple Giftcard at a H-E-B for $500 value. However, when scrachted off the code, there is only 14 characters when it's supposed to be 16. Because of that I was unable to redeem. After searching the Apple community forum, I followed instruction to submit a Apple Support Case. Afterward, I was prompted to provide photo of the receipt, the Apple Gift Card Sleeve, and the Apple Gift Card itself. However, after several days, I received a response email indicating: "We are unable to resolve the issue with your gift card." with no further reasons. I called Apple Support to follow up but the rep indicated once their S&O team dispositioned the case, there is no further escalation I can do to get more help. I contacted my credit card company and they are denying support indicating it;s a giftcard. Has anyone came across this issue?