Multiply staff unhelpful

Last year in December I phoned Momentum and asked for them to allocate a financial advisor to assist me with my annual FNA in order to earn my Multiply points. An advisor, Mr Craig Woolley contacted me and I did everything he asked. I was led to believe all was in order only to find out in January that my points weren't awarded and my status dropped. Since the beginning of January for the past two and a half weeks I have going back and forward with financial advisors trying to get this sorted out. They assisted as best they could but my issue couldn't be resolved. I've copied one of the more senior people in all of my emails, she goes by the name Lololo and I am yet to receive a single response from her. I find it very unfair due to someone elses lack of that I should be the one to suffer. This error is going to cost me money in returns. Rewards programme staff should be there to assist you get the best status you can earn, not look for reasons to knock you down.