Pick n Pay smart shopper is a HUGE ****!

I shop at Pick ‘n Pay every single month and make many purchases throughout the month as well! Every time I make a purchase, whether it is in store or online, I make use of my smart shopper card. This has been happening for the past 2/3 years. I make purchases worth thousands of rands and thought I’d check my smart shopper balance, only to find that my balance is 0!!!! Can you guys please explain to me how in the hell that is possible!!! I can provide proof on how many purchases I’ve made and what the totals of those purchases are!!! You guys are totally ****ming people! Disgusting!!!