Store and call centre staff are not educated on the products in store

I went to the Mugg and Bean in Longbeach Mall to redeem two of my Vitality Active Rewards vouchers which entitles me to a free drink. The voucher is on my Discovery App on my phone and clearly states that I may get "any free cappucinno, latte, espresso or hot tea". This same message is printed in the booklet on display on each of the tables in the restaurant.

I used the Discovery APP to scan the QR code, using two vouchers available to me. I received a message on my screen at the time to confirm the voucher would be app**** against my invoice/till slip. The manager then approached me to advise I still owed the full value of the slip. Despite showing him the wording on the APP and the brochure on the table which clearly said "free cup", he was unable to assist me. None of the staff in the restaurant had knowledge of how the product they display on their tables works. I then called the Mugg and Bean call centre to make a complaint and the agent who answered also had no idea what the Vitality Rewards system was about. I was given a case number (345528), but received no further feedback. I then called again (11 December) and spoke to an agent who also did not know the reward system. I was eventually put through to her manager (Thokozani Twango) who knew of the system and promised to assist me. Thokozani sent me an email later on the same day with a response which read "Good day ********** From my end i can confirm the transactions were successful on both vouchers. This seems to be a POS issue whereby the discounts did not apply. Please be advised, these transaction will be settled on the next settlement run.".

From 11 to 14 December I have sent three emails to Thokozani, copying in the person her sent her this message, to ask how I get my money refunded, and to date there has been no response at all.

Its terrible when a restaurant advertises a product on each and every table, yet none of their staff or even the manager know what it is about and how it works. Their scanner took the rewards off my APP, so I cannot even try to use them elsewhere. I am now also stuck with another reward also for Mugg and Bean which expires on 20 December, and which I cannot use? Also unable to change it to Vida e Caffe who are competent and know what they are doing.