Discovery miles disappeared without a trace

I purchased items on loot on 9 January and used my discovery miles to pay for part of the order. When I tried to pay the remaining amount using my discovery credit card the system bombed out. I went back in to redo the payment and the system showed I had no miles due and that I needed to pay the full amount using my credit card. After phoning Loot 8 times to find out what happened (they kept telling me the transaction had gone through eventually they realised the order had gone through but payment was outstanding.....) they told me to contact discovery card. 4 calls later and after being told I will receive a miles statement within 3 days.I have still not received any feedback or statement (it's going on 4 days). Now I get told that an investigation should have been requested by the consultant initially. They still can't tell me where my miles disappeared to and the statement is still not ready. So in summary, the consultants are not trained properly and their systems do not accurately record data? Apparently the issue will be escalated who knows what that means as my original request was to escalate the matter...