Lime24 breaking their own rules

Avoid this company! I have used Lime24 on several occasions — enough to build up a loyalty level of 6 (which gives me a 35% discount on the interests etc). The most recent debit, however, was made before the payment date that was set in my account and agreed upon and Lime24 decided to remove my loyalty level, completely. The problem with that is, that as per their own website, the rules are as follows:

"Even if you did not have time to repay the loan on time, you have three days to maintain your status in the loyalty program at the same level."

"If for some reason you could not repay the loan on time, then you have 6 days to maintain your status at the same level"

"If you do not comply with the above conditions, you automatically lose the received status in the loyalty program and go to the level below."

Now, the debit successfully went off in the 2 days following the incident, so I was well within the 3 (or 6) day limit to retain my loyalty level, so, my loyalty level should have stayed the same. Even if I wasn't in that timeframe, they should have only moved me one level down — they removed it all (going from level 6 to level 0)!

I have reached out to them via Facebook and email — more than a dozen times. I eventually received the following "genius" response:

"Good day, unfortunately our IT department cannot change this on the system due to the payment being made late."

OK, so you are ignoring your own rules that I have pointed out to you on several occasions?! You couldn't be less bothered. It was easier to ignore my messages. When I became edgy and let my French loose, you blocked me on Facebook!

If you can't answer me there and explain the 3/6 day "retainer" rule you yourself set and why exactly you removed my loyalty level altogether, then please have some decency to explain that here, publicly. I'll tell you why, because you yourself don't even know!

If that isn't enough, there is a concern regarding your customer privacy! This is another thing I brought up to you in several messages (facebook and email), which you blatantly ignored! I will create another post on Hellopeter for that and include links to what I have, and maybe then you'll take it seriously.

I would avoid these guys! Simply due to the fact that they are going against their own rules, jamming up accounts as it pleases them (likely to not lose any money on interest etc), and for their lack of support and communication. The privacy issue is just the bonus!