Sounds like the same old Life points, the response they gave, especially if it was quickly dispensed, was a well practiced WAG, Wild Azz Guess.
This a support technique to dispense with a client when there is no way to determine the cause. it is fast and simple. if you don't already have the points transfers, keep after them. send a refresher inquiry a couple, few days before the heal date they gave you, because by the time they do respond, it will be the heal date.