Star kinekor not letting me use my free ticket or giveing me a solid answer as to when i can use it.

I use my card alot and have R300 points and a free movie ticket. I asked star kinekor at carnival mall if i had a free ticket and they said yes, so asked them when could i use it and they told me 2 weeks. so i today went to star kinekor at northmead mall and i said i wanted to use my free ticket for jumanji, the one guy working them confirmed i had a free ticket and said i could use it for jamunji and directed me to the main counter, after going to the main counter i was asked if im buying popcorn and i said yes so he told me to go to that counter and do it all at once. So i waited in the line just to be told by the 3rd person no i cant use my free ticket, so i asked them well then how long do i actually have to wait and he told me 3 to 4 weeks! this is not an answer is it now 2 weeks 3 weeks or 4 weeks???? or is it decided on the person that is working at that point????? i am highly disappointed that i have been **** to and that they keep telling me a different story every time. i have supported star kinekor for a long time and go watch movies often yet they cannot even give me a answer and now i have have all these points and a free ticket but cannot use it due to lack of customer service and being **** to this is not right and i will no longer use their services and i will get as many friends as i can to do the same and boycott them at all cost.