Unable To Complete GCash Redemption

I have a problem with the LifePoints app regarding redeeming my rewards, and it has been ongoing for almost one month. My account currently shows a balance of 704 LifePoints, but whenever I try to redeem, an error message pops up saying that a problem has occurred and the transaction does not go through. Because of this error, I cannot convert my LifePoints into rewards, even though I clearly have enough points in my balance and the GCash redemption options are visible in the app. I contacted the app’s customer support, and they told me they were looking into the issue, but despite the time that has passed, nothing has been fixed and I still cannot redeem. I am also confused whether I am actually allowed to redeem my rewards or not, because the app shows the options and sufficient points but still blocks the transaction. I request that my account and technical issue be checked urgently, that my redeeming function be restored without further delay, that I be clearly informed whether I am entitled to redeem my points, and that my accumulated 704 LifePoints be made redeemable to my chosen reward option.