Bad customer service

My wife emailed your customer care about smartshopper points that had to be loaded manually. They told her it was already done. Except that was for points loaded on a previous occasion. When she told them this, the consultant said they would address it further, but she is still awaiting a response and for her points to be loaded! Email only. Do not phone. Original till slip and email sent in on the Thu, Jun 29, 11:28 AM Transaction 28/06/2023 R119.99 The cashier never asked me for my smartshopper card and when I pointed this out she had already done the transaction and said she could not load my points.