Poor customer service

Three times i have logged a complaint that i did not receive my points for my fill up on 25/09/2024 of R1208.70. I did not receive a card but use the app, my speedpoint slip shows it is pending but never got allocated. The response i got was to contact payment24. How is this accurate as client support should of escalated and got this resolved instead they shifting away from the problem and making their problem mine as per Vinita