Nedbank GB points disappeared. Never gotten it back.

Since last year I was asking about my missing 13545 GB points. I was told it's a problem after developing the new Nedbank GB app. Points was to be ported over to the app I was told. Still nothing. I've NEVER redeemed my GB points but it seems the points was used by someone else. When I enquired about this issue first time, it seemed like the staff replying had excuses. Messages/communication to numerous staff disappeared from the Nedbank app.

When the points reflect on the new app there was 304 GB from 13545 GB points left. That was when I first started to query this. Nedbank please explain what happened to my GB points.