Disgraceful customer service...

I received a text from Very on 23/11/15 offering a 10% cashback on any electrical item place on buy now pay later (BNPL) with them.
I did place an order that same evening for a PS4 and accessories on a 12 month BNPL.
Fast forward to when I receive my statement in December and I discover that my BNPL has been removed. I immediately contact customer services to which nobody understands my grievance so therefore my complaint is pushed around different customer service representatives. I have received a total of 16 emails but yet to date I am still awaiting a response. Every 5 days I receive an email telling me my query has been passed on and I will hear from someone within 5 days.
My patience is wearing thin and I am now in contact with a legal representative regarding this matter as I believe that Very have acted fraudently by removing the BNPL on my account so they did not have to pay out the 10% cashback. Because of this I have incurred a charge of £19.24 in interest on this months statement.
On seeking information I have discovered that this has happened to many more customers of Very so I believe I have a very good case against this company.
I feel as a long standing customer with Very I have been deceived by this company.