Tandem Deleted My Premium Profile Twice and Offers No Help to Restore It

Tandem's customer service has been really unsatisfactory. Having great expectations and believing their premium service would provide a consistent experience, I registered for it but it has been nothing but different. Twice my profile has been erased without notice; each time, I contacted their support service for help. They have not been able to recover my profile either time, hence their technical service is almost nonexistent. I emailed several times, but the answers are evasive and useless. Paying for a premium service should be supported in some degree, yet I feel as like I am paying for nothing. Tandem's incapacity to handle simple problems has infuriated me and made me doubt their loyalty to its consumers.