Forfeited RCBC points

I requested to upgrade my Flex Visa Gold card to Visa Platinum (Airmiles) and I was not informed na mafoforfeit ang points after upgrade. The agent could’ve told me para sana ma redeem ko muna before upgrade. I called an agent kase today asking bakit hindi nagrereflect ang points ko from previous card and she told me na possible na ma forfeit ang points after upgrade. Parang hindi pa nga sigurado at first. Leche talaga.