Why Won't Customer Service Follow Through?

I have contacted customer service three days in a row to have them correct a digital gift certificate that was supposed to have been sent to my son in law in Virginia for Father's Day, and instead, was sent to me, the person who purchased it.  Each time, I wait for half an hour to forty five minutes to speak to someone, they put me on hold forever, return and tell me they've corrected the problem and that he should receive the certificate by the end of the day.  Each day their is no certificate.  Yesterday I asked the rep to send me some sort of written confirmation by email confirming that the problem was corrected and he stated that he couldn't, but that he would give me his extension, just in case.  I tried to reach him throught the extension this morning, but it simply puts me back into the general customer service hold "hell" that I've been dealing with all this week.  Please advise.  My email is