Non-existent service and feedback makes for a negative customer experience!

On October 11, I received my first Fanatics statement and noticed a points balance of 6. On November 7, I got in touch with EB via email to ask about the low points balance, and to find out if I ever earned points on my last purchase in 2021, and if so, where those points went. On November 14, I received a generic reply from Nisha Reddy, informing me that "You have earned point which were converted to fanatic coupons and loaded into your fanatic number. The fanatic voucher are only valid for a period of 6 month when issued every quarterly." Firstly, I never received a statement before the one in October. If I received a statement informing me of points earned or converted to fanatic coupons, I would've known to spend those points. Instead, I received no statement, and so I forfeited the points or coupons. Please look into why I never received statements before October and send me proof of previous statements sent. Then, please, as a sign of good faith, reinstate the points or coupons I would've earned for my big purchase last year. I eagerly await your speedy resolution to my outstanding query in open chat since November 14. It's clear from the timelines above that there are no SLA turnaround times for responding to customers' chats or emails, and weeks can go by, which forced me to call EB and have almost a 30-minute chat at my expense, leaving me feeling that I'm in the wrong for getting irritated and frustrated due to non-communication. MXM! Also, FYI, why give members a login to check their points balance online if it's incorrect? I've been told there is an ongoing issue with incorrect point balances and dates reflecting. Tip: Improve your customer's digital experience by at least placing an online note informing them of incorrect information!