Suddenly lost Platinum Cart in middle of a quarter. Can't see any explanation or change in shopper quality stats. Related to investigation?

1. I got an email, and app notification that says I lost Platinum Cart status, but when I open the app, it shows I still have it.

2. It says my shopping quality has dropped below good (to standard), but the stats on my quality haven't dropped. For example, I've had a total of two missing items, and it's been that way for at least a month, yet it says now I have too many missing items. Same boat for Found Items.

I'm on the messenger help line, and the reps are completely useless. They keep giving the same packaged answers over and over.

There is an ongoing investigation regarding an incident with my account, but there is nothing that indicates anything about this is related, so IDK if it's related to that or not.

Can anyone explain what is going on here?