This certainly isn't the way we want our members to be left feeling @EIB. We will have a specialist look into this case and ensure all options were reviewed and they will reach back out to you. - Ralph
I think loyalty to a brand is extremely important. I once got turned around on when my car payment was due as I was paying extra in the middle of the month. Long story short. USAA called me before I was late to see what was going on, I was able to clarify the situation and learned from it. Problem fixed.
I believe you should extend this reach to members that clearly are running into a string of bad luck or are about to reach a problem state. Provide them options to either help the situations or simply have the discussion and warning. Provide that information clearly, make sure it's understood and that it's simply in the persons best interest to take the proper steps to avoid the issue from occurring again.