UCount clients losing out due to Standard Bank error

I recently had an issue with the bank's UCount division when they sent a notice that points were going to expire shortly since it would be 5 years since they were issued. They were insistent that their system was correct until I pointed out that my points had been fully redeemed a few months back and there was therefore no possibility of there being points older than 5 years. After investigations, I received an apology and a nominal award of R100 in points as an act of goodwill. I was told that it was a system error. When asked to provide confirmation that the error had been rectified, the consultant said that Operations would be dealing with that and he would ensure that I received the confirmation in due course - it never arrived. On 20 May 2024 I received another notice of points about to expire and sent an email to UCount detailing that it was a repeat of the previous incident where a system error was identified. A day later I received a call from Logan Johnson, a consultant who said she had checked on my account and that the points were indeed expiring. She had obviously not bothered to read my email in full and I had to explain the contents again - after which she said she would escalate my complaint and revert with an explanation as to why the system error persisted. On 23 May I received a call from the bank conducting a customer satisfaction survey - after explaining the current issue, the caller promised to refer it to his supervisor who would call me since it reflected negatively on the bank and needed attention. Again, no one has called. On 31 May, Logan sent an email to confirm no points would expire and apologised for the inconvenience, also informing me that their file on this matter was now closed. Is the bank really concerned about their clients being prejudiced by their errors? The default stance adopted is to tell the client their bank records are correct - and the fact that Logan adopted that stance is evidence that the previous admission of a system error has not been acted on to rectify the system or to inform staff of that possibility when a client complains. This is the same bank that delivered a new bank card and, when I reported a *****ulent online transaction within a few days, insisted that I had compromised my PIN and was therefore responsible for the loss. When I informed them that the card had not yet been activated and there was no PIN allocated as yet, the response changed to blaming third parties in the production and delivery of the card for the disclosure of my personal details. The real concern must be that clients who do not query these erroneous notices are surrendering their valid points and suffer a financial loss -while the bank benefits from not having to pay out value for the points. The system error is an internal issue and cannot be blamed on third parties - so why is it not being rectified???