Atrocious Service from both staff and store manager

I received an SMS that my smartcard points are expiring so I went to the shop on the 19th Jan 2018 to redeem them. I exchanged the points to cash into my card and when I tried to pay the system was offline. The money was deducted from the card but didn't subtract the total amount a supervisor was called in to resolve the matter but didn't have answers. I requested for the store manager and a guy called Mohale came through and said if the system is off there's nothing they can assist me with. I asked them to give me assurance that ill be able to use the points after they expire as it's not my fault that the system is offline and I was told that if the due date passes it's not their problem it will be my loss. I then wanted them to say this on record and when I tried to record the conversation on my phone Mohale told me he won't continue talking to me. I then left the shop unassisted and with no knowledge of how this issue is going to be resolved since customer service was never called when I raised a concern. On Sunday 21st Jan 2018 I got a call from customer service saying Mohale called them to get the money reversed into my card. I then had a lengthy conversation about what happened on Friday and then I figured out that my issue of being given assurance that I'll be able to use my points after expiry date I also got to find out that Mohale is not the store manager so he's been talking to me on false identity. I got to talk to the store manager through customer service who is Jeff he requested that I come to the shop for the matter to be resolved. We scheduled an appointment for the 23rd Jan 16:30 when I got to the shop they say he's out and they called me and then he tells he had to be somewhere and couldn't honour the appointment so he will call me to reschedule. I feel very disrespected as he didn't even have the decency to call me and cancel instead of wasting my time, energy and petrol to go to the shop only to find him not there. So clearly the staff learns the bad customer service from the store manager.