Beauty Insider points do not come up

I have gone through several phone calls and e-mails to work this through but was not able to avail my situation. I have been an insider since the fall and have purchased several things using my card since then. Each time I purchased something, I would use my beauty insider card. My beauty bank says that I have 0 points. The only thing that I have ever redeemed was my free birthday gift. Why aren't my points showing up? They used to but now all I ever see is that I have 0 points in my bank. 

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