Greenbacks blues

I wished to convert my Greenbacks points to cash on a storecard, as I have done in the past (within a branch). I phoned the callcentre to do this and the guy there told me the points have been converted and transferred to my current storecard. He said it would take a few hours. A few days later I wanted to use the card and it was empty. The process was never done. Today I wanted to go online and do this, it asked me for my rewards account number. I did not have this number so I had to *phone* to get it. With cellphone authentication and email why do I need to phone? Weak. Then the callcentre lady gave me the number and it doesn't work. I double check with her. She tell me if it doesn't work I need to wait *24 hours* before I try again. Why do I have to wait this long? More technical companies like Google can resolve similar issues without human interactions within seconds. The system is a lot less cumbersome than say FNB's eBucks. Nedbank needs to get on the ball.