Pick n Pay in Morning Glen redeemed points from my Smart Shopper card without my concern.

I am asking myself why have I been wasting my time with this Smart Shopper from Pick n Pay. Yesterday I went to Pick n Pay in Morning Glen (Gallo Manor) and wanted to redeem my points. I had R31 in my Smart shopper card. The card was declined because their system went offline. It was on the 27/11/2018 at Past 1 pm. I then went to Southgate Pick n Pay to redeem my points, I was shown a slip that shows I have no points, meaning that they were redeemed at Morning Glen without me purchasing anything. It was on the 27/11/2018 at 17:37.

This Morning (28/11/2018) at 11:00am, I called Pick n Pay at Morning Glen and reported the matter to Faith. She advised me to call customer care, the number that shows behind my Smart Shopper Card. I called and spoke to Fanele, what a rude lady she is. I told her what she has transpired. She (Fanele) told me to the system shows my points have been redeemed but if the store has voided, the points will be back in my Smart Shopper within 24 hours. If the points are not back in my card , they (customer care) will call the store. I told Fanele that my points are expiring on the 1 December 2018, on Saturday. Does it mean I must just forget about my points, she (Fanele) said, it's at my discretion. She didn't even giv me a chance to speak. she was rude from the very first time she answered the phone. She does not have telephone ethics.

I then called Pick n Pay Morning Glen again and I spoke to Katlego (who works with smart shopper money transfers). When I explain to him what had transpired, he kept on apologizing and not giving me a solution. He called Terrance to assist, which he failed to do so, he asked me to call customer care again while I kept on telling him that I have called already. He said he can't help me because i have no till slip and put a phone down on my ear.

OMG!!! my does Pick n Pay even promote Smart Shopper Card, the worse part is they are even promoting opening up an account if you have a smart shopper card. They have redeemed my points without my concern, they will definitely use money in my account for their own benefit should I even open up that account.

How can it take so long to resolve such a simple thing.