NO REFUND ON MY SMART SHOPPER POINTS

So my order was canceled on ASAP due to gang violence which I understand but was low on funds and needed a few things especially being home with my sick kids and told the lady I spoke to that the refund would take too long.. she gave me a coupon to use in store only to go to the store to find out it can only be used online for delivery which don't make sense when the only reason my order was canceled is because they don't deliver in my area.Now I see they refunded me but not my smart shopper points and now they saying they can't find nothing of me on the system when I have every email of them from placing order to canceling to refund.I need my points desperately.They even stopped responding to my emails on the complain email address.This is so frustrating and disappointing from Pick n pay.