100% score, but no rewards, points just decrease

Hi, I sent the e-mail below to ********** on 16 February, and received no feedback. In the 11 days since you have not responded, my Driving score has decreased to 438, while my Activity History on your App has disappeared!? So, again, PLS ASSIST AND EXPLAIN!

Hi, I need an explanation for a few things please: As per attached screenshot I regularly score 99-100% better than all other drivers. 1. Recently, my points have just been disappearing. As per the screenshot my Driving Score is 665 and today it’s as low as 532, this in spite of the fact that I almost exclusively complete 5-star trips?! 2. Despite almost exclusively completing 5-star trips, I received my last reward on February 2? It’s been two weeks of perfect driving and according to your App, I still have 70km to go before I qualify for my next reward?! 3. In addition, I’m getting more and more “recorded without phone” trips?! What is going on? Please assist.