JC Penney review: rewards

I have purchased enough merchandise from JCP last year to have four ten dollar coupons to be used on future purchases however I am unable to access the rewards to use towards new purchases. Online info says I do not have reward points. I have called customer service three different times different days and I am told yes I have points. I am always told by customer service that they have sent email with a link to give me access to rewards. Email never arrives. Seems as though they want me to spend money but not use the rewards towards those purchases.