Prize not loaded

I have won ice cream for the year competition ,and was given a Spar card in August and it was loaded with R200. I was told that it will be loaded monthly by R200 every month end . In August month end it was never loaded . On the 20 September i spoke to someone from head office and said it will be loaded on the 30 September but it has been not loaded. I think they should load full amount once since they are failing to do it monthly.