Points redemption’s

I wanted to redeem my points that of which you maintain that should one reach a certain number of points (6500) they can get 10 nuggets. I did so then the lady tells me they don’t redeem points . Now you’ve deducted my points as it’s perceived as redeem & I didn’t even get what I was redeeming . Apparently you can’t redeem using points anymore . So why encourage us to use the app ? With the incentive of qualifying to get certain Promos ?