Momentum not counting our points

My husband and I both submitted forms for consulting with a financial adviser. We needed 100 points to remain on gold status and had to have it counted by 31 December 2020. We submitted the forms on 23/12/2020. The website says to allow for 24 hours. The 25th and 26th being holidays we waited patiently, even though it should've been processed on the 24th. By the 28th there were no points awarded. I called in and no one was able to help. I sent follow up emails on the 29th with no answer. I used the whatsapp "service" and sent numerous messages and as of today have still not receive any response. We are now in 2021 and we were downgraded to silver because we did not have those points counted last year despite us having submitted the forms well in time. This is completely unacceptable. I understand it's the festive season but this is now going to affect our rewards. I expect this to be backdated immediately.