upgraded ebucks actually a downgrade

I'm so frustrated. ebucks just doesnt care. so I made a booking for a car hire - but cancelled. they allocated 1498 of my allowed benefit to this and never refunded it. I did query it - they said I had to wait till the next month. it's a month later I queried again - but they removed the entire benefit. ehats the point if benefits are capped for the tear. does that mean if I use all my benefits in one month I should downgrade my package fortl the next 12 months?