disappointing

My husband and I were going out last night. I have the buddy at out facility on my profile. I pay diligently every month. The lady confirmed this facility is on my profile. This was the first time ever I wanted to use the buddy at out offering. The lady gets back to me advising that this facility has been suspended. I ask on what basis as my account etc is utd and she tells me to call on Monday and enquire.my beef is that I have a perk that I pay for every month with the peace of mind that I have this option if my husband and I ever need it. My insurance that is usually great really let me down and disappointed me last night. I would like answers.