***** line not emphatic

I called regarding ***** and on my account. I was advised that nothing could be done about it. When I asked to speak to a Team Leader, I was asked to hold while they try get someone on the line. After returning to the call, I was advised that all Team Leaders were in a meeting. I was then advised that my card would need to be cancelled at a cost of R70.00 to avoid further *****. So as a client who has already been ****med out of R 3 206.97 I need to pay to have a new card issued? Where is the logic? When I queried this, it was met with attitude of well if you don't want to lose more money I suggest you stop your card. The point is that I am already out of pocket from being ****med and now I must pay more money. When I told the consultant that I don't need the attitude from her and that she should be more emphatic to my situation she told me that respect is mutual and earned. I agree that it is mutual but if you cannot understand where I am coming from as a client? When I then asked for her name so that I could take this matter further she hung up on me!!!!