I Cannot Reach Sephora Gold Tier Due to Points Reset Issue

I am a long-time Sephora Black card member and regularly shop through the app. My name is E N** K******, and my e-card number is 9001 037 308 603. However, I am experiencing a serious issue with the points system. Every time my points exceed 5,000, the system automatically resets them. Instead of accumulating properly and allowing me to progress, my points are cleared and replaced with a 10% discount code and a Black card reward.

Most recently, about three days ago, I noticed again that my points—once over 5,000—were reset. When I previously contacted customer service about this issue, I was told that my points were converted into a coupon. However, this negatively affects my membership status because my points never accumulate, preventing me from reaching the Gold tier, which I should have already qualified for.

As a loyal customer who shops regularly, I do not accept my points being automatically deleted by the system. I request that all previously removed points be fully restored to my account and that my membership level be updated accordingly (e.g., upgraded to Gold if eligible). I also demand that this issue be permanently fixed so that points exceeding 5,000 are no longer automatically removed.