Incomplete Gift Certificate and no response from the Apple Store

Question

On Dec. 22nd I purchased a gift certificate through iTunes for my sister. She received an email telling her how to redeem the card, it came without a redemption code and instead of my name she got [?]. The message said:
"You have received an iTunes Gift Certificate in the amount of $15.00 from [?]. To redeem your gift click the Redeem Now link above. Once you verify your account, $15.00 will be credited to your account, so you can start buying music right away."
She cannot redeem it. She clicks on the link provided at it asks for the redemption code which isn't there. My sister has contacted the help desk and they have been less than helpful repeatedly and is at wits end.
My credit card was billed for it on the 26th, however, my purchase history has no record of the transaction, so PLEASE DO NOT TELL ME TO RESEND THE GIFT RECEIPT AS I CANNOT.
I've sent an email message using the form at the bottom of the appropriate help screen a few days ago and still haven't received a response and there isn't any phone number to call.
Do I have any other choice than to contest this charge with my credit card company or file a small claims suit?
Thanks

Answer 1

You can try calling 1-800-275-2273 and asking to speak to Customer Relations.
But it may be just that the iTunes Store customer service group is backed up with all the post-holiday issues (like yours) and will get back to you as soon as they can get to you. It often takes any company a while to dig out from the post-holiday rush of questions. It's only been barely two days (you contacted them on the 3rd) since you emailed them, and the form you used says that they'll try to respond within 72 hours (three days) under normal circumstances, which post-holiday times most definitely are not.
So have a bit of patience before you let fly with lawsuit threats; Apple's not trying to rip you off, they're just probably swamped. If you haven't heard anything by, say, Monday, try sending another message using the same form. Then you if still don't get a response toward the end of the week try Apple Customer Relations. But if you call them now, I'm sure they'll just say that you need to wait.