My Points were taken away! please help

[DeeChicago]

Hi! I currently have 5569 points and I logged in this month and they were gone. I called customer service and also emailed Sephora to complain. They stated that I was inactive for 12 months ( which is false). In order to prove that I was active, I have to show them a receipt of some sort. The problem is I don't usually keep my Sephora receipts. I sometimes pay in cash and I simply tell the cashier my email to get my points. 

I do have an email from Sephora in July 2020 that said use your 5524 points. I asked them in the email how is it possible to go from 5524 points to 5569 points last year? which proves I was active. I forward the email to them with no response yet. Does anyone here know who I can contact besides customer service? probably someone in upper management? I am truly disappointed in how Sephora won't take responsibility that possibly their system failed and how they are treating a loyal customer for over a decade! 

Thank you!

[keelybt]

@DeeChicago I will look into this for you and send you a PM.