Customer Service at its worst!

I've always received excellent customer service from Getbucks up until now. Last month I wanted to know if I had credit available because I had one installment left on my loan and was told that I need to pay the balance first and get back to them. Then I run into some financial difficulty and contact the collections department to ask if I could possibly make a payment arrangement for this final payment, only to be told that it's too late as the debit order instruction has already been sent to the bank. I accept this and my debit orders go through as per normal with my loan being settled in full. Now when I contact them to see if I could get a new loan (not forgetting that I've received a few sms's telling me that I'm eligible), after a few days of going back and forth, I am told that because of the arrangements made, the system won't allow it. Hold on, what arrangements were made? In both cases, you couldn't help me which in my mind means that my requests are null and void. Never have I defaulted on any of my payments and my loan is now settled and closed. Then when I send an email to ask for an explanation, I get a standard response: 'Thank you for understanding.' I don't understand, I'm still asking for a valid explanation. It seems that the only way to get any assistance with Getbucks is to lodge a complaint on Hello Peter. Super disappointed!