Is this a case of ***** or incompetence?

My husband and myself have been trying for more than 4 months now to link and convert PicknPay Smart shopper points into Avios so that we can book flights. (The accommodation for this has been booked and the deposit paid.) First there was a problem in linking the accounts, MANY calls, frustration and escalations later, the account was finally linked (supposedly by Avios' IT Team) about a month ago. Or so we thought. After trying 3 times during the past month to convert the points to Avios and having it returned to Smart shopper points every time, I called PicknPay's head office. According to one of their customer care managers, everything on their side was perfect and the problem lay with Avios. After (another!) conference call between Avios, PicknPay and myself, I was promised that it would be looked into and that we'll get a call next day. Nothing. After writing an email this morning to Avios and asking whether they would prefer it if we resort to the Consumer Commission to get this sorted, we received an email in which they promise to get back to us in 28 days. By that time, seeing that this will be dragging on for 5-6 months, there will be no tickets left. Is this a ****?