Mugg & Bean Loyalty App.

I have been saving up loyalty points with Mugg and Bean and decided to use them a while ago. There must have been a glitch somewhere in the process because they just vanished during the process. I spoke to the manager on duty that day and he asked if he could keep my slip and call me on the Monday after speaking to head office. Nothing happened. I emailed head office and they asked for all my previous slips. Really!! On the Mugg and Bean app, all my points show. And they could not or would not help me.