Never able to use my Benefits?

I’m confused and nobody higher up wants to give me an honest answer. If I worked on a holiday previously, and had to request off for a doctors appointment a couple days ago, would I be able to use my partner holiday hours? I thought if you worked a holiday you could use your holiday hours for whenever but any request I put in gets denied unless I’m requesting to use the half an hour of medbank. Sorry if I’m all over the place just pretty upset about me never getting to use my hours and gonna be broke