I was promised a product and did not receive it

I joined planet fitness a few months ago , I was promised PnP smart shopper points that accumulate with every visit to the gym .I called the sales lady name Mandy a month later to inform her that I'm not getting my Pick n Pay points,she promised to get back to me and I never heard from her even my calls and my messages went unanswered and not returned, I then went to the gym during office hours,Mandy promised to get answers for me, again weeks went by without a word from Mandy I called in pretending to be a none member interested in joining planet fitness and Mandy answered again she told me she would sort out the issue and this was last week .I'm just frustrated with service I've receiving from the sales office and I need my points, the gym is good though on that note Rudolf at cross-fit is very good