Useless Rewards

I claimed a reward for an upgrade on 28 January 2021.I received confirmation notification on the app as well as email that it would be automatic oj the next billing cycle but nothing has happened to date. I have made numerous calls, sent emails and given reference numbers but no-one calls back and the issue is still not resolved. Furthermore, my rewards which were 60 and stated I needed 1 more point to advance to Superstar, have since been reduced to 55. Their staff don't seem to understand how the rewards work and work from home so could not escalate calls. Their service is ridiculous to say the least