staff do not know how rewards points work and I need to be reimbursed

the staff at mc Donalds on Jansmuts do not know how the redeem points work I ordered a burger wanted to redeem with points, on 31 October at 4pm, they told me to press redeem and come to the next window, by the time I got to the window, the timer had timed out and my points were taken without placing an order they then told me to wait 30 mins it will be reimbursed - its been 3 days now and it has not been remimbursed when I told the manager what happened he said human error and I need to understand I want my points to be reimbursed or I would like my meal please I have made complaints, no one has contacted me im now on hello Peter about it