policy query

I have an account with Edgars with no policies only the normal,then was called join a policy then I declined however they were policies which were added without me knowing,i only realised when I was about to recover my debt.i went to pay the outstanding balance,only to realise that there was more I needed to pay,then went to query at the CBD then was told about the policies informed them I know nothing about and they should refund me and also check there records since I didn't agree to these policies,they promised to listen and check there recordings then get back to me and didn't get back to me,so went back then they told me they will the durban people since they the ones who have the recordings. And that they the ones who added those policies.so even now I'm still waiting for there response.