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Missing VIPTV Points

I exchanged 20 F$ I purchased at FriendVista (the purchase posted to my card on 11/5). I used approx 4 points right away - now my points show as 0, and the exchange log shows it as "incomplete". FriendVista shows my purchase but not the points (I guess they assumed the exchange was successful). I have tried contacting VIPTV via their "Live Support" (which was offline at the time), and have had no response. I just tried again. What should I do? I'm out $20 and can't watch any shows!

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