Store Account call centre agents (account queries and sales) know nothing about the product details

Tried to find out the exact rules behind the "get R100 cash back if you spend R2,000 or more on your store account" as I've only received the cash back a few times despite usually spending more than the minimum in a month. I phoned the RCS and PnP Head Office call centres, and each time was met with agents who knew absolutely nothing about the offer or the rules. They kept referring me to "Head Office", even when I phoned the head office number. Each time they would "transfer" me, after which I'd get cut off. The IVR system is also a complete mess, way too many levels deep, and then the system asks you for your ID number, repeats it to you to verify it, only for the consultant to ask you for your ID number again. What a complete and utter waste of time, especially when the info I was looking for is nothing to do with personally identifiable or sensitive information of any kind. And to add insult to injury, I still have no answer to my question.