Smart Shopper Card - Cannot redeem my points!!!!

<p>Good day,</p> <p><br />I have a smart shopper card and have been saving my points for over a year. I went into Pick N' Pay Greenstone on Saturday, 27 August 2016. I attempted to redeem my points 3 times on the machine, but failed on each attempt? I noticed there is a sign at the machine stating that PNP is currently busy with an upgrade on the system and will be completed on 18 August 2016! Therefore the machine should be working and I should be able to redeem my points, right? I then approached a very helpful lady who phoned ********** 288 and waited 10 minutes before being helped. According to your call centre agent I am not able to redeem my points (which I wanted to spend on this day!!), and I had to wait one week before I can redeem them???? What was the use of the sign on the machine???</p> <p><br />I am a highly dissatisfied with PNP's service and cannot believe that customers have to wait for their points to be redeemed. Because of this, I was not bale to buy grocery's that I wanted to buy!!</p> <p><br />I attempted to phone the ********** 288 number this morning and waited 5 minutes before hanging up.</p> <p><br />I would like to know if my points are redeemable immediately!!.</p> <p><br />Waiting for your urgent response!!</p> <p><br />Regards</p>