Attention Moderator: what is being done about missing points?!!

I was reading about the randomly missing points with different customers and when my software did a virus sweep mine disappeared also. I have tried different things to get them to reappear but no luck. When I went to the Rewards Store they reappeared briefly but when I went back to the Arcade they were gone again. I am keeping a log of the points I earn as I’m playing games so that my points can be rightfully restored. But I want to know why no one is addressing the issue and why NO ONE is answering the many questions that have been asked.