PNP trying to *****.

We went to PNP last week to shop, we give the tiller our smart card & she tells us it should have been given before starting. Then we back at steeledale to do our shopping, get to the till & ready to pay, give her the smart card, just to be told there is no points on the card, after a year of saving, after 20 minute of them been lazy & stupid, we just paid & left. Yet we called customer care & they told us the points are still on the card, there must be issues with PNP tills.