Unpleased Golden Arrow Client

I am not pleased with Golden Arrow service. In the 9th Sept I loaded my bus card and at that time I had 1 journey left to be used later on the day with 2 transfers. When I took another bus within the timeframe where a transfer is supposed to be deducted but to my surprise an actual journey was deducted. When I sent an email to their fares desk I was told that my transfer were deducted accordingly and no explanation was given even after I sent my receipts. Golden Arrow is robbing us day light