Customer Services make promises they dont keep

I checked my Smart Shopper points on 13 Jan and was surprised to see approx R260 had expired on 31 Dec. I was totally unaware they were due to expire. I rang customer services on 15 Jan to find out why I had never been sent a notification of the expiry date. I explained I was unaware there was an expiry date. I was told don't worry the points will be reinstated. I was give a reference number and told to wait 5 working days. Nothing happened. I rang again on 22 Jan and was told to be patient as it takes about 7 working days for a refund to show up on my Smart Shopper card. Nothing happened. I have been away so on my return I today (9 Feb) once again rang Smart Shopper Customer Services to find out what is going on. The person I spoke to mumbled something about my request being investigated. I was given another ref number. I requested that a manager call me to explain what is going on as promises are made but that's as far as it goes. Needless to say no one called me.