ABSA Rewards - Not resolving problem

In August Absa Rewards and PNP had a promo that if you converted ABSA rewards to Smart Shopper Points, you got 20% extra. I converted my rewards online, on the ABSA banking app, only to find that the next day, the transaction had not gone through. I called the ABSA rewards call centre, and the agent confirmed that there had been an issue with the banking app. He created a case, and said that they would get back to me soonest. On 5 September, I sent a follow up email regarding this, and was told that my case is still under investigation. On 6 October, I followed up again, and was told it was escalated to the Partner Manager for urgent assistance. I am not sure how "urgent" as yet another month has passed without resolution or ANY feedback. I cannot believe that this issue- that the call centre agent confirmed was an ABSA banking app problem- is now being shifted to the Partner- and is STILL unresolved 3 months later! Let's not even go to the lack of communication/ feedback. I've been thinking about it for a long time, but this just confirms that it's time to move banks!