am I the 1st to get a shutdown this year?

my SO's Ch@s3 Fr33d0m got shutdown. It's not the unlimited one, but the one with rotating 5% categories every quarter.

I'm not quire sure what caused the shutdown. I don't use it for everyday spend and only maximize the categories if I can with MS.

I added to Samsung Pay and was able to make a few small purchases at grocery & gas station. Then I tried to use at grocery for around $200 I think and it was denied. I tried a few times and it was denied.

The following day,I think there was some message on the online access that the account is suspended. When we called Ch@s3, they said the account is under review and it will take 10 days for the decision. After 10 days or so, we lost online access and we got a letter in the mail that the account was closed.

They said I we can claim the pionts within 30 days, but we don't even have online access. Is it safe to transfer to my account or just cash it out?
Is there a way to reverse the decision by calling?