Poor customer service/process and I'm being charged for it

I app**** for a downgrade from banking suite to the discovery card on 06/09/2023 by calling in but I was told that I did not sign a contract that I was not told I needed to sign, the body of the received email received is not even readable. Discovery continues to charge me suite fees after I logged a call for a downgrade, the call is closed but downgrade is not effected, who are you serving Discovery? I feel ****med, I want my money back