where has all the money gone

I received sms stating spend 300 get 50 in points at the end of the month, I confirmed that the products I brought qualified for this 50 and waited. Nothing, clicks phoned the card division and they said I did not qualifey for it. I had confirmed that I did, so can you people please sort this out as very very poor and being a pensioner every rand counts. I sent a complaint to you head office and they have not had the decency to reply again very poor