Horrible service.....total disregard for clients!

I went to clicks Randfontein where I spent over R3000,00 in just two days. The lady who was attending to the said I don't have points of which I had(They even showed on the receipt) ,I couldn't use my points because she claimed my card isn't registered. How can an unregistered card accumulate points? I need an explanation and apology from clicks! I have a client for so many years and it was my first time experiencing such!