Standard Bank Card Division inability

I made a purchase from Makro Online using my UCount points to be deducted from the grand total. At no time have I entered my credit card details or stored my card on the Online platform. I still have my UCount points & the entire amount was charged to my credit card. When I contacted the UCount Department (I spoke to Goldi - ref nr ***) they referred me to the Credit Card Department stating that they could do it. Standard Bank's email address have changed as well as their contact details so my previous emails came back unanswered. This morning after several minutes trying to explain to the gentleman this problem he wanted to get the ***** Department involved! Now I am not sure how it can be so difficult for the Credit Card Department to deduct my UCount points. Please advise.