No points for the customer or McDonalds

We went to McDonalds' Durbanville on the 17th of May 2024.

I asked to load my points and the cashier took down my M-number from the app and guaranteed me that the number was loaded for points.

When I checked in the week I noticed the points wasn't loaded.

I have flagged this with the Head Office, and still waiting on the points to be loaded: Reference number = CAS-179421-F1R7L9

Up till today nothing has been done?

Kind regards