Poor customer service

Customer Service at DirectAxis is very poor, they really need to get professional people to work in the call center. On the 31 October I requested a settlement amount of my account, after 25 minutes of struggling with a highly *********** person to assist me, I gave up on the constant request of "Please hold on for me" and listening to the tune, I dropped the call. I drew the previous month statement an made my own calculations and made payment settling the account. Come November invoice it shows that I overpaid the account and that the account is R10.01 in CR. Then DirectAxis charges me R900 credit protection plan. After contacting them via email I get an automated response that someone will contact me within 24 hours. Then 36 hours later I get a cc email showing that my mail was sent to someone els asking to "please assist this customer" Really this cannot be true.