"Perfect" customers' help

On the 25/2 I received an sms stating that if I don't use my account until 31 March 2022, my account will be cancelled because I did not use it in the past 23 months. So yesterday I wanted to buy something but I was told that my account was closed! The sales lady gave me a phone number and I decided to try my luck to speak to someone who can fix it. Unfortunately the lady whom I spoke to told me that the system is guilty, because the system closed my account. When I asked why did I received this sms, she could not answer to me. I asked to speak to her manager. but her team leader was on another call and she did take my details for him/her to call me. Well I am still waiting. Who knows for how long. I am just wondering if that is the way they treat their customers with PERFECT payment record, should I want an account?