Rewards money

Went to Wimpy Makro Woomead paid with my Rewards money which is R204 it went through but when l was about to leave the lady who was helping me came to me and say it didn't go through had to pay cash again but my Reward money was deducted which means I paid twice been trying my best to get my Rewards money back but unfortunately nothing is happening have emailed the more than 4 times just getting case numbers only nothing else