Flexi Club not accountable

How do you cancel my reservation without my consent, and afterwards fail to be accountable? That's Flexi Club for you. Now I have lost points and cash just like that. I only enquired about canceling my booking, and I was told I can't as it is within 21 days, however, if I provided proof that I can't make it to my holiday, like a doctor's note, then they might look at it. That is how our conversation had ended up over the phone. To my knowledge nothing wasn't gonna be done till they received this doctor's note. Now that I know nothing could be done and I was gonna lose out on points and cash I used for the booking, I then decided to go to my holiday even though it was not gonna be a whole week. To my surprise, upon contacting the resort for check in arrangement, I'm told my reservation has been cancelled by Flexi Club, no email or sms notification, mind you I'm on my way to the resort around 7pm. I was stranded as Flexi Club's call centre was closed, and had to book a guest house for the night. The following day I contacted Flexi Club and no one would take responsibility. I have been promised they'll retrieve a recorded call, as it's now my word against theirs, been struggling since 14th April and nothing has been done till today. It's so sad and disappointing to receive such a treatment from Flexi Club knowing my subscription & annual fees are up to date. Why am I keeping this Flexi Club contract, if when in need of their assistance I have to complain on Hello Peter to get something done?