Missing smart shopper points?

Smart Shopper: At the beginning of the year I received an SMS telling me that some of my smart shopper points would expire the first of Feb, and thay I had to convert them. When I logged in to do so, my saved up R400+ was now R88. No warning and no explanation as to what happened. I have a slip from December displaying the R400+, and one a month later woth R88. I sent an email to customer service, again a week later, and then a month later. This is now 2 months later and still nothing.