Bad service

Good evening I've got a v-plus card with shell..but it been two weeks that's on swiping my v+ rewards and my card still stays inactive?I've used the card since 2020 over a year now and now when I swipe to buy things it doesn't want to and when we call in they tell me to go to point A and then POINT b and still nothing resolve and everytime I'm filling up it gets points but cant be used...they service is really really bad.