Where did my points go?

So I've had over 127,000 points for a while now and had been saving up for a gift card, I logged in and the balance was still over 127,000 then I found the gift card I wanted and went to redeem it, I was giving a notification saying I didn't have enough points which I found crazy as the gift card was 111,000 and I had over 127,000 so I went back to see my point balance only to find out my points had all disappeared and I only have 1727 points.  Where did they all go?   I am gutted as I had been planning to get this gift card for a while now.  I do have an overdue balance on my home services bill, could this be why I cant see or use all of my points? That is the only thing I can think of that may have stopped me from using them.  I really hope I can get them back.