Why does a Mod ask me to DM them with my order number for assistance then delete a thread?

[nelleshoegirl]

Yesterday I posted on a thread about how I had tried to redeem 700 points and a promo code in one order, then it was canceled. I placed a second order a few days later and tried to redeem 100 points and a promo code and that was also canceled. One of the moderators asked me to reach out and DM them with my order numbers to help, but when I tried to DM, that function didn't work, so I responded to her in the thread with a screenshot of the issue, and now the thread is deleted and doesn't even show in my notifications anymore.

How is that in any way helpful to your customer? 

[keelybt]

Hi @nelleshoegirl I'm so sorry you weren't assisted with this. I'll look into this and send you a message with more information.

[nelleshoegirl]

Thank you. Another mod has reached out.