WORST Loyalty programme EVER!!!

The worst experience i've ever had with a company. I tried to purchase a mobile phone utilising my rewards points and some cash which i had, and Avo then decided to decudt everything from my account. I've tried to get my money refunded and it's been 2 full weeks now and no correspondence relating to resolving the incident and no refund! This is pretty bad, and shoddy business. It makes me think about leaving Nedbank to be honest.