Made a purchase that was cancelled with shop with points. The points won't return and are "stuck in limbo". Cancelled Order doesn't show in order history eithe

Made a purchase that was cancelled with shop with points. The points won't return and are "stuck in limbo". Cancelled Order doesn't show in order history either. I've contacted support with at least 50 support agents over several months and the standard you won't be charged if it's cancelled templated response is all they can muster to reply with. There's no way to contact anyone besides the templated responses. Essentially 900 dollars are gone and no support possible.