Samsung Shop Cancelled My Order and Refused to Refund Rewards Points

I have been a regular Samsung Shop app user for a long time and have made frequent purchases through the platform. As a result of these purchases, I accumulated 9,000 Rewards points worth ₺9,000. On 18 October 2026, I used these points through my Samsung account to place order TR261001-01554952 from Mersin Akdeniz, which included a Samsung Galaxy S26 FE and a 25W adapter. However, my order was cancelled on the same day at approximately 18:00, although I do not remember the exact time. Since my Rewards points were not returned after the cancellation, I contacted live support and was informed that the points would be credited back to my account within a few days. When no refund had been made by the fourth day, I contacted customer service by phone. The representative stated that the points should already have been refunded and that a request would be opened to investigate the issue. However, when I received a response to that request, I was told that my Rewards points would not be returned because of “malicious use.” When I explained that I had used the points solely to purchase products, I was told that this decision was related to my history of frequent purchases. I was not given a clear explanation of how making regular purchases could be considered malicious use, especially when my previous orders had been approved and never cancelled. Despite earning these points through my purchases and using them through the official Samsung Shop app, I now face the loss of all 9,000 points without a satisfactory explanation. I consider this treatment unfair and request that order TR261001-01554952, dated 18 October 2026, either be reinstated under the same conditions, including the discounts and Rewards points, or that all 9,000 Rewards points, worth ₺9,000, be fully credited back to my account. I kindly ask Samsung to review this matter again and resolve my grievance as soon as possible.