Hi Ben, 

thank you for getting in touch. I understand your point of view and I'm sorry about this situation, especially because you're a long-time customer.

Unfortunately, I confirm that your credits will expire on 16/09/2018. Consider, however, that we inform our users about the credits' expiration both in our dedicated FAQs, and with our regular reminders, which are sent more and more frequently as the deadline approaches. Didn't you receive them?

Still, we surely must improve the communication about this aspect: the improvement of communication in general is indeed one of our priorities.

Please let me know if you need further information, I will be happy to help you.