No points received for over a year

I bought my first Twisp Ecig, in January 2014 at the Eastgate branch I was asked if I would like to join the loyalty program where I could get free liquids on purchases I agreed. After several months when I asked for my points they said I was registered but it was not ticked on the computer, Nuno at Eastgate said he would fix it but he was unsuccessful with head office. I then moved to Cresta and started dealing with Joshua who has been very helpful through this all and phones the regional manager for my past whom I have spoken to several times and he promised me I'll get my points, but 15 months later with a visit to the crests branch every 2 weeks when I buy more product and check on my points, I am still ignored. I have dealt with this situation calmly for 15 months but I have had no reply from anyone, I just want my past points which I have earned given to me. Please can Twisp contact Joshua to get my full story and to help me. I am a loyal customer and this product has helped me stop smoking, this is why I have been so patient. please assist me as the regional manager does not care