Changing customer instruction without notification

I have enrolled for the Fast Miles programme with Discovery in September 2013. All went well till this year. I requested a breakdown of my points allocation and was given a long story about how to go and calculate this. My view was that this is really a simple request as they have done this in order for them to allocate my monthly miles to me. So NO joy on this request. Secondly they were supposed to debit my account with the charges for the new year. I phoned them and enquired what happened. They said they don't know. Their own own product. They then debited my acc with the charges for Normal Miles which should have been for fast miles??????So what programme am I on now and why was I not informed of changes with regards to this????????