Flexi Club terrible

We called in to book a 1 bed 4 sleeper and the agent confirmed this was done, but booked 1 bed 2 sleeper. When we received confirmation we saw the error and contacted Flexi club, only to have another room booked and more points used and more money from the savings. Can someone please explain to me that if Flexi club makes a mistake, they'll use your points and money to rectify it? Honestly, even if Flexi Club staff are working from home, we'll be meeting with a manager in September to cancel