Portuguese to English Marketing Marketing / Market Research customer satisfaction survey from a gas supplier

Hi everyone,

I hope you are all doing well.

I was wondering if anyone would be able to help me this phrase, which I can't seem to make sense of.

It is from a customer satisfaction survey for a gas supplier.

It is from Brazil to be translated into UK English.

The questions asked was:

"Finally, do you have any additional comments to make regarding your experience with [company name]?"

The full answer given was:

"Quando começamos a utilizar os serviços da [company name] podíamos ter um título vencido que o abastecimento era feito da mesma forma, agora com a mudança dessa regra e com a dificuldade que estamos passando, devido a baixa no serviço, seria muito bom poder contar com essa alternativa novamente. e se for possível rever os valores do gás que aumentaram muito."

I'm not sure what the "titulo vencido" refers to here.

Many thanks for your help. Much appreciated as always :)

Kerryann