So me and my friends went shopping at GameStop, I ve been a member since 2016-2018. We own PowerUp Rewards Tiers.?

Details sure? I had scored 8,135 points using GameStop, but when I came back to check my points more than half my points were taken, I called GameStop they just put ne on hold for 3 hours, I hung up and I dialed again, someone answered and said we call you back, then it was too late. So now because of this Auto Issue Reward Certificate, I lost five thousand points, that s a problem. What is the Auto Issued Reward Certificate, how do I even use it? Where did it come from, I never seen this. I want my points back.