McDonald’s Team and Support Team - Help & Support failure

I used my points on the McDonald's app to redeem the "4 piece nuggets reward" for 3000 points, but when I got into the car, I noticed that the reward had been redeemed twice, resulting in a 6000 point deduction on my account. I returned to the store to resolve this issue, but was told that I needed to do it through the app by contacting the support team, which I did. However, after a week of no response and then a reply stating the "How to Redeem Points" copy-paste message, I have received no assistance or support from McDonald's or their teams.