Could not purchase

I received an SMS notifying me that I had points to use till the 02 of August. When arriving at the till point to pay I first asked how many points I had accumulated and the cashier told me I had R54 or so however then when I wanted to make use of the points I was told the system could not pick up my cell number or name. I even offered to show them my id they insisted it would not be of any use, they then shoved me off to customer services. When arriving at customer services I had to wait for almost twenty minutes because there was a long line and only one cashier assisting. A male manager who was in close proximity failed to intervene & try to assist even though he was well aware that the cashier was struggling to assist me. Eventually through my persistence she called upon him for help. Of which he clearly was incapable of, he simply stood there repeating his words telling me customer services call centre is closed he cannot help me , he then said he needed to see the SMS that I received then he could help me, despite me having my id, and my points showing on their system.He asked me to return the next day which I refused. Long story short I was not assisted & could not purchase.