Poor customer service

I still have one of the very first loyalty cards issued. Since then I have not received one loyalty point. I recently ordered a tv and inverter which totalled over R20,000 and so I called in to ask about my invoices I could not retrieve and was put on hold and never got a reply via email or called back - ever. The agent told me initially that my card number is incorrect but she can see my points and invoices was allocated to someone else. It has since not yet been fixed and nor do they have a desire to do so.