SmartShopper Card ****

I used my SmartShopper points to buy prepaid electicity on Wednesday. When I received the voucher pin to put into my electricity box it was short 3 digits. I phoned customer service 3 times to get my complete pin, all they can tell me is "I will escalate the query." It has been 2 days now and no one has bothered to so much as contact me to say they are sorting out. I have called, emailed, and I went into the shop and was told they will not refund my points as the transaction was successful, I explained I haven't received the code in full and no one was even in the slightest bit interested in helping me. This is thievery. And it is absolute bull**** that no one has bothered to contact me to apologise for the inconvenience or give me my electricity.