Shocking service

I have been calling RCI regarding replacement holidays and points that have disappeared from my profile. The agents can see that I have replacement holidays but say that they need to be authorised. I don’t understand why this is and more importantly why I have not yet been contacted to rectify the situation. I have requested that the numerous calls I’ve had with agents be listened to where I explicitly ask about expiry of points and holidays and the agents have told me that I don’t need to worry as it will only expire in January 2023. This is unacceptable behaviour as you sell us insurance, assure us that the holidays will be replaced and points will not expire and then remove the profile and don’t respond to the query.