Poor service from Pnp

My smart shopper card's magstrip is damaged so I requested a new card. The branch did not have stock so they called the call center to do a house merge. I asked the consultant several times if he blocks my card, what will happen to my points. He assured me the points will remain on the card and will be transferred to my husband's card when we do the merge. I submitted the house merge form on tge 30th December 2021. Did not get any feedback or correspondence from pnp smart shopper. I sent emails and phoned but no one bothered tk assist me. So in February I contacted pnp via messenger and a lady called me back. She asked me to resubmit the house merge form. We are in May already and still I haven't received any feedback nor correspondence. Today I called pnp call center only to find out no merge has been done and all my points on my card expired. This is totally unacceptable. Very very poor service from pnp. I am so disgusted in PnP. I want my points back because I was assured that it will remain on my card!