Points being mismanaged by MSC Voyages club

I am struggling with the MSC Voyages club department and being unfairly treated for over a month now. My old voyages club membership number was cancelled incorrectly and a new one issued within a 3 year period which is against your terms and conditions. I tried emailing the customer care email address and was told to wait for feedback from Naples, it is now over a month and no feedback. I private messaged on Facebook messenger and was told this will be escalated and feedback should be received in 2 days still no response. I called the customer care and spoke to Simpiwe who was unable to assist and when I asked to speak to a manager she dropped the call. Is this the type of service we should be subject to when we frequently use your company. I will be going on my 6th cruise with MSc next week and the benefits that I should be receiving for a silver status membership is not being allocated. This is ***** and breech or your contractual agreement. Will this ever get rectified or will we be continously treated unfairly and points lost *********ly.