Bad Service

I was sent an email on the 16th October sayin that to avoid loosing points please bank you weeks as soon as possible. I then the same day asked Robyn to please bank my week in November and check that my other week had already been banked. She did this and once a statement was sent to me showing that I had lost 40% of the points, I tried calling and left messages but no one returned the calls. I then sent emails about it and was told because I banked 2 weeks before accommodation I lost the points. I then said but it's over a month before I go and not 2 weeks. I was told that is how it is from head office and I must call them. I then sent an email to cancel the banked points and was told my week had already been taken so it wasn't possible. I have now sent 2 emails asking for Head Office number and a contact person with no response. I wasn't told by Robyn when asking to bank the points I would loose any points, and since bringing this up with her, I have had no more feedback or replies.