Lack of service

So this month my ebucks reward level decreased which is rather concerning. So i had to call in and deal with Musi and Isreal at the contact centre. This query took way to long to close (still not completed) only find out that I was in the right and my reward level SHOULD HAVE NOT DROPPED. The reward system this year is really insane! Why should i be penalised for not updating my contact info, when it REMAINS the same! Ebucks staff need to follow up on time and stop changing the rules every two day! Furture to this WHY IS MY POINTS CALCULATED INCORRECTLY Y SHOULD I FOLLOW THIS SIMPLE THINGS