Poor Service and unexplainable hike in premium

I have just been on the line for 31 minutes with a female who identified herself as Bongekile. My query was on my accounts and the premium payment dates. Whilst my query is not resolved she hanged up on me and never bothered to return my call. From the beginning of the conversation she was dismissive and not willing to assist, blaming IT team and systems. She became unresponsive to the point where I had to ask if she was still on the line...