Don't say you're going to do it if you're not!!

Pick'nPay gives smart shoppers 1000 free points in their birthday month. My daughter has her birthday a month after I do and always get the extra points. I have NEVER received birthday points and although I've queried it for the past 3 years, they always say they will fix it and/ or load it manually, including previous years, but they never have. I've queried it again this year and it's still not been fixed. I realise it's a "gift" and as a pensioner I really actually rely on it for extra funds and would really be super excited and grateful to receive these points.