Poor Service - Problem with points not being resolved

What is happening to your service? It used to be so good? My daughter who is 18 went for her medical assessment at clicks on 5 December and the points are still not reflecting? I tried calling the call centre and you can never get to speak to someone only the automated system. I then tried the whatsapp and the consultant who has been dealing with this who I have spoken to on numerous occasions just cannot seem to assist. I have also been back to Clicks twice to make sure they have submitted it correctly and they have shown that it was submitted. Here is the problem, I need to know how many points I am short after my daughter's medical assessment and HIV counselling has been captured. So I can use this last week of December to meet the required shortfall (Which I don't know what that is?) Please can someone sort this assessment and points allocation out.