Ucount rewards programme a total disappointing experience

I am extremely disappointed with the Standard Bank Ucount Rewards programme. I have booked many tickets online or using rewards and have never had any problems. However, I booked a ticket, received an email saying that points were redeemed and the balance went off on my credit card so I assumed everything was in order. I got to the airport and was told that I was "not on the system" and that I should call Ucount which I did but there was no one to answer my call. As I had made arrangements I ended up getting new tickets at the airport to still be able to arrive in time. Ucount I need you to reimburse me for these tickets. Please advise by when you will be doing this, so that I can provide you with my credit card statements for the new purchases or I will continue to post about this. The airline (Ethiad) blames you and I presume that you will blame them. I am based overseas for a while and will not be able to take calls but you can contact me on my email address or by What's App. Please ensure that you fix this or I will resort to other available platforms.

Regards Kevin