Poor service with their Loyalty Programme

This is ridiculous. This company makes me create accounts all the time before I make a booking, and I lose all my Loyalty points. Only to be told they can see I have been creating accounts, and they all have no Loyalty points. In June, I made a booking for 3 people, and I lost all those points. I am now being told that there is a new loyalty program. I personally would leave this bus service, but I do not know what my mother sees in this.