Bad feedback and no response

I logged an issue I experienced at Roodepoort Mcdonald's trying to use my points. I tried to redeem my point and did not get my Happy Meal or Foldover. I'm not happy with the response I received from your consultant as that doesn't give me back my 9000 point that I lost. The lady at the store said that it will be reversed but it never happened. I rep**** to the email I received but nobody gets back to a person. The consultant only explained how to use point instead of working on the actual issue. I had to buy a Happy meal and Foldover from my own pocket where i could have received it from my points. What type of customer service is that??

Please check case number CAS-215028-L6L6P6.