Sorbet Loyalty Programme

I’ve been going to Sorbet for years and quite frequently as well as buying products from them and I’ve been a member of their loyalty programme for years . Years ago, they shifted me from being on their gold tier to silver although I was still attending frequently and they couldn’t give me a reasonable explanation. I haven’t received a reward for ages which you get when you’ve accumulated a certain amount of points, so recently looked at the loyalty section of their app. To my surprise, they had my joining date in 2021. I contacted them to question this and was told it was correct. When I gave them names of hairstylists and other the******s who had seen me for years as well that I had been to Oaklands branch which closed in 2020, they suddenly said I might be on their other system and will get back to me. I’m still waiting…..!