Pick n Pay Non Refund from cancelled order

I made an online purchase which included part payment using my Smart Shopper rewards. Pick N Pay took payment off my credit card and the points off my Smart Shopper. PnP then cancelled my order with refund to my CC but did not refund my reward points and it appears their call center does not know how to correct this, how disappointing!!!! Was sent what looks like an automated reply that this would be addressed ASAP but the wait continues…….