Unable to use any Telus Rewards

I have tried contacting Telus 5 times now (3 times by phone, 2 times by chat) because I cannot use any Telus Rewards points or use any perks. Every time it gives me an error saying they do not have my email on file and to call them. No one is able to help me and they keep transferring me to someone else. The last person I talked to said they would have to send it up the chain and I should expect a call back within 24-72 hours. It's definitely been longer than that and no call. For a tech this is absolutely mad to me, my email is literally on the account. I cannot wait until my contract is up. its bad enough I'm stuck in a contract with their TV service that keeps freezing.