Terrible rewards program

A few weeks ago I noticed that my reward level slipped to level 4 and when I checked why, it seemed that they had made a mistake on their system. They apparently rectified it but did not recalculate my rewards or change my level back to 5 instead they made another mistake and put it back to level 4. I needed to use the free avis point to point service using my points but because I'm on a lower level, I was unable to and used my ebucks. This reward system is so flawed and I'm able to get anyone to assist me.