My account and my points have disappeared
Hello, I need some help.
I activated my PC Optimum account in 2024 and only had a virtual card on my iPhone.
For about a month now, I haven't been able to redeem my points. Last night, a store clerk advised me to log out of the app and change my password, but there was a problem: my email address was no longer recognized—it was as if the account containing my points had vanished. So, I tried creating a new account, and strangely enough, it worked with that same address (I only have one email address, so I know it’s the one I used in 2024).
I have my card saved in my Apple Wallet, and I have the card number. So I tried linking my card number to the new account, naively thinking I’d get my points back, but apparently my card number "doesn't exist."
I called PC Optimum customer service. I had to wait an hour to speak to someone, and they couldn't help me. They claimed they couldn't find an account registered in 2024 linked to that address, nor any information regarding the card number I provided. I checked the PC Health app and can see my points, but I’m hesitant to mess with the app for fear of being logged out.
Do you know what I could do to recover my points ?
They said the technical team would call me back by tomorrow, but I’m skeptical.