Smart shopper points gone

Good day I was busy using my smart shopper points to buy 1 Original Burger Meal (R35 -3500 points) on my phone. There was an error sending the sms thus I tried the email option and then I see that the sms option did work …. I see there is only 1 voucher for the Original Steers Burger meal in the voucher history. I received one sms voucher but when I went back to my points is see that 7000 points has been taken. I have logged off and on again and did not receive an email either for the other 3500 points which is gone now. My points was 21083 and now it is 14083 My smart shopper number is ############ Hope to hear back from you soon Regards Sean

Sent email 31 July to ***

received an automated email back but no further communication as yet