Royalty? More clientele pheasant

Good day,

Round about a month my fiance was cornered by one of the clientele service reps. He activated a policy, or rather a so called policy on my fiances phone called clientele royalty. Well we did not feel like royalty. Firstly 160 rand went off, no funds available, as my fiance is unemployed. She gets money from her family and 6 rand means a lot. Yesterday we tried to cancel the so called policy, Firstly via email, we where met with an automated response, which stated that the so called policy cannot be canceled via email. Then via the app, using the callback option, guess what no one called her back. We tried via the whatsapp platform again we where met with a message that we cannot use this platform. We have to call. Forcing us to borrow R10, and phone clientele. The person who "assisted" my fiance had the audacity to ask her how does she buy food or what does she doing at shoprite, how about non of your business just cancel the so called policy. The policy was canceled after a long struggle My questions to clientele. 1. Why was she never told about the R160? Was it to drive sales? 2. Why is it so hard to cancel the so called policy? Is it clientele retention strategy to were down people and force a product on them that they don't want? 3. What about your brand image? 4. Who will compensate her for the R6 times 3 and the R10 airtime? The time that "lost" to contact clientele,. 5. Why did no one, the email platform, whatsapp platform made a callback request. Then again no one callback request was never adhear to.