shocking service between pick n pay and rcs store credit

If one has been making purchases on the pick 'n pay online app and using smartshopper store credit to pay for purchases , and been doing this for years, and now out of the blue one cannot do it , i feel this is not good service and then after hours of phone calls and being directed by pick 'n pay to rcs , then rcs back to pick n pay , and trying afterwards to solve via email , my query is now being ignored , and on the other side , for years i have not been able to purchase from the pick n pay till points on my store account (gets declined) , in spite of buying on the app and paying with my store account, the way clients get asked questions like "when last did one buy on the online app" , in spite of emailing full store account number and full smartshopper card number , can a company not see all the transactions on the account with details given , and one is spoken to as if one is guilty of doing something wrong , and after hours and years of problems, one gets told not to shout..........