Games with Gold dont receive my 2000 rewards points

For help with the Rewards program, you will need to post here -
forums.xbox.com/.../29.aspx

I buy Games at the official Microsoft/Xbox Store, but i dont take Points at the Reward Programm.

Why not? Im on VIP-Level 1 and have Gold (2% Reward-Points)

They didn't take my points at all but it's forcing me to pay the 1,500 extra points to redeem my game pass ultimate. So instead of the promised 10,500 reward points I have to spend 12,000 reward points. Last month they gave me 2000 points so an extra 500 to compensate. This month I have not received a response except for the first initial response of we have to look into this. It's been 14 days since that message. And every couple days I'm sending them another message asking about it.

Hello tanair,

Apologies for the inconvenience. We will adjust your account to reflect this purchase. We also see that you made a similar purchase in November, and will adjust for that month's offer as well. You should see the Credits pending by the end of next week.

Seems I can't edit this post, but the last time I received reward credits, according to rewards.xbox.com, was in 2016. I have probably spent $2000-4000 on this account since then. This is a massive amount of points that I am missing.