Smart shopper query

I am very disappointed in the service I have received at Pick n Pay both the physical store through whatsapp chat and through calling their customer service. I reached out using the Pick n Pay whatsapp chat option on the 12th of July because I needed to register the smart shopper card that I have as I was told it's not registered only because I asked the lady at the till when I can redeem points all along no one informed me of that and I use the card for all my pick n pay purchases online through MR D as well as when I am in the physical store on whatsapp k was assisted by Wendy who said you will replace my card as it appears I previously had a card ..I gave her all the details she asked me for and she confirmed I have R64 on the card ,however yesterday when I couldn't redeem my pints at Pick n Pay tyger Tygervalley I was told my card is not active and ended losing on a sale because I couldn't redeem the R64 as I was buying on a budget , the lady at the till was not even bothered by my query she was so unprofessional I didn't get her name but she did not wear a name Tage but my slip is #*** *** 7 anyway the supervisor suggested I call the call center and thats what I did today call reference is ***, the lady who handled the call said she can see I have money in my tyme bank card but couldn't explain why my snart shopper is not working, I still don't have a proper resolution, my time has been used up trying to get this right but I have had no joy I even asked the lady to please call me back as I was running out of airtime she said she can not call me back she can maybe call latter very very sad customer experience..I spend a lot as a consumer supporting Pick n Pay it's a pity as the customer I am not getting the same joy or reward...