Staff untrained on promos

I participated in the Woolies promo where new customers spend R1000 using their store card and receive R1000 from Woolies. I see the funds have been allocated to my store card but where exactly? The store staff were not really efucated about this when I asked. I called customer services now and the lady Zizi was really unaware of how this works too. Nobody can explain if the amount I received is allocated to my account for usage of purchases or to reduce my balance due. Figures do not tally as per the website. The consultant coul not answer me and the call was eventually either dropped or cut off with nobody calling me back. I would like to know how can you not train your staff about promos you are running yet you advertise them on such a large scale? Now the customer is confused but no one can explain how this works? You really can do better than this Woolworths!