Microsoft Rewards

so...

After i've given my complain that when i tried to redeem my points for a 5 dollar gift card.

it said that there was an issue in either my account or order. as much as i know i am level 2 and have 4778 points.

then i've contacted microsoft support.

and after 8 hrs i get this message:

May i please know what this is ? i didn't understand.

Thank You.

[mod removed]

:)