Your Customer Care has tanked and why did I not get my Scratch and Win points??

PLEASE NOTE: I am deaf so unable to conduct phone conversations. All comms via email please

On approx. 20 December I was notified of Scratch & Win “award” after a spend of 500 at your Bedford Centre store

Attempts to “redeem” on 21/12 were unsuccessful and I mailed an enquiry to your Customer Care ema. No acknowledgement or response to the first mail and none to my follow-ups of 21 and 27/12 either

Comment: Your Customer Care has tanked since sometime after the end of Sean Summers’ first stint as CEO. Numerous queries mailed in over time have not been responded to by that area

Point of the subject enquiry is that having been awarded 10X Smart Shopper points on next spend, this did not, apparently, eventuate

Next spend was 150.45 on 27/12 at the Lambton store

For this and supposedly with delivery of my award points, I got 75 cents and my points balance went up from somewhere in the 39s to 40.28

That doesn’t seem like 10X

Am I missing something? I see nothing in the ASAP/Smart Shopper web site pages to guide me and I also don’t see an “account” with historical spend/points info

Please advise

Thank you