Missing Rewards Points

I lost several thousand points this month and after following the terrible instructions in the Missing Points Megathread, spending half an hour trying to get the AI agent just to give me the email prompt and then waiting 6 days for a response from support I have been told I'm not missing any points. They say that since I used the last order to start the ticket, as instructed in the megathread, and my last order was made using points so it received zero points, that there just aren't any points missing from my account. I have the last 20 entries in my Alienware Arena points history to show how I should have several thousand points.