Whats the point of having loyalty card if im not accumulationg any points

im not happy with service im getting , i order telephonically and they deliver same day , my issue is that my points were not loaded. I gave the lady my card to load the points and she told me points are loaded manually to my suprise when ilog in into my dischem on line accounts , im not accumulating any points , This is not fare , i ask them to load poits thats why i have the loyalty card , whats the point of having the points reward card if when i order my points are not loaded. Can i have my points loaded please i kept the receipts so that i will be able to lay complain if my allocation of points is not done accordingly . card number : ***.