Smart Shopper Card

<p>On 11 November 2016 I received an sms from PnP saying the following: "Smart Shopper, did you know your points now expire after 12 months? This will be effective from 1 December 2017." I had between R140 and R150 worth of points and thought I would leave it until November 2017 and then use it. On 22 December 2016 I shopped at PnP and upon getting home I checked my till slip and all my points was gone. On 22 December 2016 I sent an email/enquiry to PnP on their website and received an acknowledgment at 14:41; on 29 December 2016 I again sent an email/enquiry to PnP on their website and received an acknowledgement at 11:00. Up to today, 6 January 2017, I have had no response from PnP. Is this normal practice for PnP to ignore complaints?? Do they hope that just as my points disappeared so the complaint will also disappear? </p>