I just want to replace a card

I have had the same issue for months now. I have repeatedly emailed and called Sterkinekor regarding the replacement of a VIP club card. I have been a club card member for years, so loyal have I been to the franchise that i normally go to the movies virtually every month, sometimes numerous times a month I would go to cinema nouveu or prestige or watch 3D films sometimes just a standard 2D film. I have spent Thousands at your cinema&apos;s and i do say that lightly. My wallet was ****** along with my club card. Now the real issue begins...I emailed your customer service line and got a standard reponse with a case number < CAS-99086-X0M8J0. I received no response and this after a few days, perhaps even 2 weeks. I called in and spoke to Sinethemba ( I spoke to a few other people but her name is the only one I recall now). After calling through numerous times at my cost and with no resolution. Sinethemba spoke to her supervisor and it was agreed that i would be given four free movie tickets, these being the estimated value of my points at the time my VIP card was ******. The reason for this as explained by Sinethemba is that i could not get my points transferred to a new VIP card because the system could not read what my points were at the said time. I accepted the explanation as given. Furthermore it was agreed that to get a physical replacement to my card I only had to go to any ster-kinekor cinema to be given a replacement card, albeit minus the points as those would be reimbursed in the form of movie tickets. That was the end of that discussion. So I thought!!! Today I went to a ster kinekor in my area, Northmead square. Upon my arrival I requested the replacement VIP card, they checked the system and i was told no details could be found, instead they found numerous profiles with similar details but nothing that could be valitated as mine. At this point I advised the very nice lady assisting me that I would instead be calling ticketline as I had interacted with them before. I called through and unfortunately had forgotten who I spoke to, I gave my case number and was transferred to Sinethemba luckily. I proceeded to explain my situation but the call cut( ran out of airtime). In less than 5 minutes i called again and asked to be put through to Sinethemba and ; I am now told she is on lunch. At this point I was upset. Simphiwe offers to assist me and i explain my entire situation from the start and ask to speak to his supervisor because as he explains he cannot assist and we should rather wait for Sinethemba, I explain to Simphiwe this is not an option as I have already spent 20 minutes at the cinema trying to get this sorted. Simphiwe advises that his supervisor will call me in 10 MINUTES as she is still on a call. 20 minutes later I still has not received a call. I am now extremely upset that i have been waiting and still no call. So I call back to the customer service line, I get through to Vuyani and i explain that i would either like to speak to Sinethemba, Simphiwe or the supervisor. Vuyani as per his training asdvises that he would like to assist, I tell him I have spoken to numerous people and he cannot assist. Instead he offers me 2 free movie tickets for my troubles. I am now even more upset because he has no idea what my query is but has chosen to just paucity me by offering me freebies. He then proceeds to tell me that Sinethemba is on lunch ( by the way this is after 4pm) and Simphiwe has gone home and the supervisor is still on a call. Eventually I get through to the supervisor Vigi (sp). I am extremely angry at this point. I ask the supervisor if she knows of my query and she says yes...but she needs to speak to her manager about it and offers me a call back. I explain that i cannot accept that as I have been waiting at this cinema for almost an hour now. She asks for my contact details and I ask why, because I gave Simphiwe my details. At this moment Sinethemba apparently is back from lunch ( 5 pm) and Vigi advises she will get my details from Sinethemba and call Call me back. A few minutes later it is Sinethemba who calls me back and she sounds annoyed that I am calling and need help. She starts to refute the previous conversation we had regarding the replacement of the card and only remembers the free movie tickets. I tell her I have no interest in the tickets at this point as I comfortable with paying my own ticket. ALL I WANT IS THE REPLACEMENT VIP CARD!!!! Sinethemba says it fine this can be done and askes that i give my phone to the cinema manager at northmead square ster kinekor. It is agreed telephonically between the two that a card can be given to me. The manager agrees to help me and requests for my information, on the system she can only see a movie card policy of mine that i had in 2009. She advises she cannot give me a VIP card as only qualify for a Standard card. Again I repeat that i have gone through this conversation with ticket line. The manager unfortunately cannot assist and advises she can give me a standard care and i can accumulate enough points to move up again. I refuse this offer. Instead I call the customer service line and ask to speak to Vigi. I am no extremely angry because she had promised a call back and instead got Sinethemba to call me. I explain that the VIP CARD cannot be given to me and she tells me she will escalate the matter with the CEO because she is "tired" and doesn&apos;t know what else to do. She offers for Sinethemba to book the movie for me and i declined.

I am beyond upset that after so many years of continued support of your cinema, I cannot replace a simple card. Because you do not have my details, mysteriously on your system. I have the emails and you the call recordings and i am disheartened by the callous nature this has been dealt in. I now await the CEO TO review my escalation and i still am without a card!.