Why does it take a whole day and night to hear back from emailing them at http://www.mycokerewards.com/content/contact-us.html?

Asking them about updating my old email address to my current one, takes more than one email message back it seems to get it fixed, they broken my social facebook login, lost my points, I had with my facebook login like 695 points from weeks of entering pin diet coke codes, and also lost my gold level access , just because I ask them to change my email address, now they want more personal information to fix it, for after account verification and In order to protect the security of your account, which is fine, if it gets fixed and I am able to redeem my points. waiting another day to get an reponse back from my coke rewards about changing updating my email address, since I deleted the alias for @live.com on my email, and outlook.com only allows @outlook.com ones now.
Each time I had reply back, I seem to have to wait until the next day to hear back from my coke rewards.