Disappearing Edgars Thank U Points

I visited the Gateway Edgars Branch on the 31st August 2020 & attempted to redeem my Thank U points. I had in excess of R1000 to redeem, however when the cashier put the sale through, my points disappeared & ended up with a negative value.

The cashier at the store made 3 attempts to contact the RCS call center & at all times the calls were disconnected by the agents.

I was forced to make my purchases using my credit as the store was closing.

1. Why did the points disappear? 2. I want my points to be redeemed for purchases that were made that day.

Attempts to contact the call center are a waste of time as I am constantly advised to send emails which I have done on 3 separate occasions & not even the team leads are aware of what to do.

I have sent emails to the following email address: edg******* *** *** With no feedback.