Complaints - Incorrect Points Deduction

This App malfunctioned again. I have been deducted Cellular Points used on 2 trips separate trips whereas I was using my cellphone through car play and the car system. The first trip was on 7 March 2023 between 16:08-16:29 and the other trip was on 9 March 2023 between 18:52-18:56. I don't touch my phone even when I drive. Also, when I explained this to your representative, she blatantly refused to listen to me. She then also provides false information that these points cannot be reallocated this is false information and an extremely unprofessional level of disinformation. The only points that cannot be reallocated are the points coming from the monitoring device in the car i.e. speeding, acceleration, braking, turning, etc. but points from the app can be reallocated. Also, the App is broken and doesn't even update my points correctly for yesterday.