***** about loyalty program

I received a loyalty card for their loyalty program from the store in Port Shepstone oribi plaza in 2020 and the teller added my details and used the card so I can collect the points from their loyalty program they speak soo highly about however customers, its lies. I have been filling fuel as well twice a week and yesterday I email Arlene from their customer care to find out why isn't my point reflecting as I should have alot now. And she told me this card was last active in 2019. REALLY..... REALLY???? I did not own the card in 2019. Now I lost out all those points as till slips fade fools cause she asked for them but isn't saying sorry or what they are going to do to the points I lost now as this is their fault. Clicks are ***** there loyalty points program is misleading us and is using us for nothing. And there isn't anything cheap at the store cause I bought there just to collect the points. But what alarms me is the other cashiers never told me it was not registered as Arlene now says the card is not registered. Companies like clicks should be on national television so everyone should know yourll lies.