Robbing points

Everytime I don't get to be allocated thr correct points on the ucount.i called and was assisted by Nikita Barnard who tried her best to assist but it seems the problem is with the back office. My tier level went down because they claim I didn't do 3 prepaid purchases, but I have sent proof that I did the purchase on my banking app. Nikita tried but the back office is the issue.i m really disappointed with the service I m getting at standard bank