Smart points not given-****?

About 5 months ago I had R119 worth of smart points on my card. When getting to till point I wanted to exchange the points, the teller helped me but when trying to deduct it from my amount bought there was an error on the system and I was told, sorry, I have to start all over again accumulating the points, nothing they can do to get it back and I must pay full amount on purchase. On 12/11/2015 exactly the same story. I had R34 smart points and wanted to exchange, the teller helped me again to get the slip for exchange, get to the till point and when they trying to deduct the R34 it gets thrown out again and had to pay the full amount on my purchase and my balance shown R0. I insisted I am not going to lose this amount again and Onica tried to phone your call centre, after about 25 min she said I must phone(from my cell???) no way. I kept my slip this time as proof, is this smart points only a **** to draw clients and am I going to get the points back??? I am very disappointed in this system, nowadays every cent counts and I went out of my way to shop at P&P to get some money back, all worth nothing in the end