Itunes disabled, no gift certificate and What customer service?

Has anyone experienced this?
First of all I purchased a gift certificate that my friend couldn't use and they still charged me for it.
Then they don't respond to my concerns about the gift certificate but give me canned messages about how they're "looking into it". It's been a month now by the way, and I've got to pay my credit card. I don't know about paying for a gift certificate that can't be used.
Now, not only am I being ignored, but my account with itunes has been disabled. Call me paranoid, but being disabled feels rather vindictive on their part.
What do you all think about the customer service? Is our only option going through the email system? I tried calling and the messages just send me to the websites and hangs up on me.
Also, customer service really doesn't respond very much. I've recieved maybe two canned messages from them through this month long process and no real answers. And believe me, I've sent them a lot of emails. Any advice?
MacBook   Mac OS X (10.4.7)  

Why can't your friend use the Gift Certificate?
The below text is from the page http://www.apple.com/support/itunes/store/gift/
"I would like to cancel my gift:
Because your gift is immediately transmitted to your recipient, we are not able to cancel your gift once your order is placed."
iTS customer service is web access only - there is no phone number.
Are you using the correct web page to submit your problem? You can look at http://www.apple.com/support/itunes/store/ and see which option is best for you.
MJ

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