Is Absa rewards a ****. After many years showing an arrears but never redeemed.

How does Absa rewards work. I've been a Absa account holder for many, many years now. Since I've opened my account many moons ago it were supposed to be linked to their rewards program for using my card. I does show on my banking app with an account number, but it doesn't show any balance and if I try to access this account it just shows "feature unavailable" I've never tried to redeem this so called rewards and it didn't bothered me much. Today I thought to go to the branch just to find out how to maybe at least check the balance on the reward program and maybe If there is a little reward how to redeem it. My question is this though, after all these years using my card every month and never even bothered redeeming rewards or anything to my surprise it seems it were never actually linked or something and even showing a small amount in arrears. Is this how Absa rewards their clients by not rewarding but actually taking from their clients. They couldn't give me any answers at the branch and told me that I should contact help desk or something. My sister is with another bank and she always buys stuff online with her "reward points" or something. I would be deeply appreciated it if Absa can maybe check on this, because it doesn't make any sense to have this rewards program if you'll never get rewarded in any case...🤔