No care for Loyal customers

I have been trying to build my vodabucks for almost a year I eventually managed to save enough. To purchase a Jacket on there online store where I had to pay R269 I completed the process however I did not receive the SMS so I called vodacom and the consultant call the rewards department they sent me the link however when I checked for my size flook store did not have I was told I need to log a refund and it will be paid in 14 days why don't they give you the option in the beginning the service is very sad for loyal customers and no care