The thanks i get for being a loyal customer to mtn

After purchasing a service with my loyalty points I called MTN customer service due to the fact that I hadn't received what I had purchased. A lady I spoke to told me that the service no longer works , I asked her why would they put a service up that no longer exists and not communicate this with their customers she didn't answer me. I then asked for my points to be sent back to me and she agreed and advised me that she escalated the matter to her supervisor and said ill get them back in 15 minutes. Today is the 2nd day I call and I spoke to another gentleman in regards my escalated matter, he told me that the supervisor who was on duty yesterday didn't process it and when I ask why then he rep**** "i dont know ". I asked to speak to a supervisor on duty and was told shes on call.