Communication responses very poor

Momentum has a loyalty program, Multiply, and you get better discounts ect with more products.

We saw that we just need a few points to go to the next level and thought we would take out a will with Momentum, and we did everything from our side by 20 December. The financial advisor said it would be important that Momentum HQ have all the papers before year-end and confirm that it was on time. However, due to no mistake from our side, but on the side of Momentum, the payment went off only in new year. We ask to get the multiply points for 2020 as we did everything from our side 11 days before year-end. Now 2 month later, the communication is very bad. Every time it is a new person and get stuck when payment went off. However, that is not our mistake.

We must ask for feedback every time and the excuse is always “skeleton staff” due to Covid. That I obviously understand, however what I do not understand is what did we do wrong? And why do we get penalised for mistakes/slowness on Momentum side?

I do not see in the terms and conditions that we must apply for products before the 20th of a month to qualify for Multiply points.