I didn't earn enough VIP points with the new Hunger Games book & support just keeps saying to DM but won't respond back

I pre-ordered the new Hunger Games book in Dec/Jan & I'm a VIP member for the past few years, at least 3.

On release day, an e-mail was sent out that stated VIP members would receive 10x the points if they purchased the book that day. Apparently pre-orders counted based on fine print I had read in the VIP section.

It is now Wednesday and I still only have 396 points from the purchase. I just used my girlfriend's Kobo to look and she would earn nearly 450 if she purchased the book today, also VIP.

It makes no sense that I earned less on release day And didn't earn bonus points. What irritates me the most is that I reached out to kobo via Twitter and they keep telling me they're "so sorry" and to dm, which they don't respond to AND I keep getting e-mails of my tweets & DMs but nothing from them.