Loyalty points disappeared and no one can help

I have had an edgars account for many years and have been collecting loyalty points ever since the inception of the programme, up until today I have been accumulating points and have never once spent them, yet my balance now shows zero. I subsequently queried this i store and was advised they could not assist and they would need to contact customer care, which they did, customer care then advised they cannot assist and that there is another department which needs to be contacted, this department was called but no one answered the phone, at 3:30 pm in the afternoon. A ' support ticket' was then lodged, but until today no response or no points have been sorted. What is the recourse? No one can advise.