NO CUSTOMER SERVICE FROM PICK N PAY!!!!!!!

I SHOPPED AT PICK N PAY ON THE 30TH OF NOVEMBER AND DIDN'T GET MY PERSONALIZED DISCOUNTS BECAUSE THEY WERE OFFLINE. I CALLED THEIR CUSTOMER SERVICES ON THE SAME DAY AND SPOKE TO AMANDA WHO ADVISED ME TO SEND AN EMAIL SO THAT IT CAN BE LOADED MANUALLY AS POINTS . I DID SO AND UP TO THIS DAY I HAVEN'T RECEIVED ANY FEEDBACK AND MY POINTS HAVE NOT BEEN LOADED AS YET. ELEVEN DAYS DOWN THE LINE STILL NO RESPONSE FROM PICK N PAY !!!!!!!! I CALLED BACK ON THE 4TH OF DECEMBER AND SPOKE TO THULANI WHO ADVISED ME THAT THE TURNAROUND TIME IS 7 DAYS WHICH I THINK IS A BIT RIDICULOUS ! WILL I EVER GET FEEDBACK FROM PICK N PAY OR IS THIS COMMON PRACTICE ?????