Anyone else been having issues with PC optimum customer service???

Ask for a friend (copied and pasted what they wrote):

I would like some advice - I have been saving my PC points up for the last 2 years but as of 8 days ago, PC optimum froze my account "to keep my points safe" and now it seems like an endless wait to get it unfrozen.

Super confused after a grocery run where I suddenly couldn't use my points to pay, I called customer care and they told me "your account was frozen to keep your points safe as there were concerns that your account was compromised. Before we re-activate your account, we need to 1. verify your identity with us (PC optimum), 2. call and verify with PC financial for your Mastercard, 3. update your password and enable 2FA. I do all this, confirming with PC financial that nothing is wrong with my CC, and call back and call them back that afternoon. The agent tells me my account should be reactivated within 24 hours because she sees now that all 3 are completed now, and reassures me sometimes their system just glitches and automatically locks the account just in case.

This was 8 business days ago (happened Sept 18) and even by Tuesday (Sept 26), I still couldn't use my points so I contacted them via chat on Tuesday to inquire and got an earful about how I just need to be patient to see if the specialist team's decision and whether they choose to unlock it, but I can keep earning points in the meanwhile (What the heck - "If they choose to unlock it"???)

And still nothing today, so I called this time and the agent says they need another 3-5 business days but encouraged me to keep collecting points using PC financial Mastercard but kind of admitted that there is a chance they will decide to completely suspend my account but the specialist team wouldn't be telling the Customer service team details(????). This seems rather unfair given I didn't do anything to justify them considering suspending my account, and they just keep saying the specialist team works offline so they (the agents) can't do anything about this situation, and the specialist team's decision is final.

Does anyone here know who I can escalate this issue to? All my points have been gained through PC financial earns so to me, it feels like PC optimum is cheating customers to get them to sign up for the Mastercard, spend money and then potentially get all their hard earned points revoked.

​