Hello there, I suppose your IGN is donna as in your SS I see it says your are rank 5...and donna is in rank 5. I still need to know your Server. Can you please explain what happened? Have you collected the rewards at all? Anyway, please provide your server number and the devs should be able to see what happened. And from now on please report any game issues in Support section as we are not supposed to make any reports from here.
Oh and by the way...I hope you were not expecting to get the advanced rewards. You had 12k point and you need 10k points to rank and collect the normal rewards (150 Seraph\'s Stone) and 40k Points to collect the Advanced Points.