No Sasol Rewards - only Pain

On 14 March, I used my Sasol rewards points to redeem a Spur voucher for R200. The points had been deducted and the voucher had been issued. When paying, I provided the voucher details to SPUR and for some reason this did not go through. After multiple attempts it kept failing so I paid for my meal in full. On 16 March I called Sasol Rewards Call centre, requesting for the voucher to be reversed and the points to be issued back to me. Initially I was told that it is not possible, until I asked to speak to a manager. Thereafter a case was lodged. I had not received any feedback, so I called back on 26 March for an update and was advised the investigation is still pending. I have still not had any feedback so I called again today - 10 April and have been advised that the investigation is still open, I should call be in 24 to 48 hours. Is this how Sasol operates? I have to continuously follow up for something that was not my fault. Surely there is a department who works with these queries and can at the very least provide and update on a weekly basis. Extremely poor service