In the past I was happy with Dischem but my recent experiences have been very disappointing

In the past I was happy with Dischem but my recent experiences have been very disappointing. Total was unable to load my loyalty points and had sent me to Dischem. At the store a lady at the customer care desk proceeded to assist before being interrupted by another lady. They spoke in a language that I did not understand and she then returned my card saying she cannot assist and sent me back to Total. I sent emails to Dischem and a woman named Thandi asks me to download the Total app and claim my points which was impossible. I have had friends and family members try and were unsuccessful. Since then Thandi from Dischem ignores my emails and refuses to assist. I am being sent from pillar to post without any positive responses. Highly disappointed in Dischem.