Poor customer interaction

I converted some points on 23rd October for 2 movie tickets and a Primi voucher, during the conversion there was a system glitch and I got the following error message: "An unexpected error has occurred. Please contact our Customer Careline", I then emailed stating what my problem was as duplicate points were deducted from my smart shopper balance. 2 weeks later I still have not heard anything from Customer Care, not even am acknowledgement of receipt of my issue.