Bad service from Shell and v-plus card

Shell blocked my v-plus card for no reason so now my points isn't accumulating anymore and my current available points can't be used. Called Shell to sort out my card and was told to in store to get it sorted but when I go in store they tell me they can't do anything and that I must call Shell. The cycle just repeats itself whole time. What's the use of the v-plus card if they can't help their loyal customers that supports them everytime they refuel their cars?