More like "Slow" Shopper

In July, I registered my mom a brand new Smartshopper card via WhatsApp. Since then I've never been able to view anything on the smartshopper app,it keeps telling me "Card already registered" However I've been able to view personalized discounts on the Pnp Smartshopper website but the points balance shows R0, eventhough we've used card many times and on the slip it shows points balance, think R4 something... In August my mom had a Personalized discount under the "Discount on card" section "Spend R50 and get R10 off next purchase." In August we used the card so many times but the discount was never app****. Everytime we go to Pnp, I'd check the kiosk and it shows the discount but it was never deducted. On 19 August I emailed Pnp head office and only received a response on 25 August. Then I rep**** and received the next reply on 28 August. I followed up via WhatsApp and email on 10 September and was told that they said they'll respond soon... Its been a month since I sent the existing email and I'm still awaiting feedback, which I think is pretty pathetic. How can one wait a month for feedback and everytime I follow up, I'm told a few days later that they following up...

I know that the team is probably busy but still its disgusting to see the lack of response... Even on my smartshopper card, I have to email Pnp to follow up why I don't get regular personalized discounts. Last year I used to get loads of personalized discounts but now nothing. Then I have to complain on FB and then only a few gets loaded.... I'm appalled by the bad customer services, especially from the head office... All I'm asking is to please fix my mom's Pnp Smartshopper card query. Thank you