Membership terminated without my consent

I recently asked a consultant on the live chat option on the Fedhealth questions about my membership and after very underwhelming service from Claire the consultant I asked that she refer me to a Retention consultant. Needless to say I never spoke to a Retention consultant and to my surprise I received a email stating that my membership has been terminated WITHOUT MY CONSENT OR AUTHORIZATION. I then query this and get NO answer as to who terminated my membership and a consultant confirms they got my query but still do not give me ANY answers and merely attach a long document for me to fill in to reinstate membership THAT I NEVER TERMINATED. I refuse to jump through hoops for someone elses' colossal mess up. I am so utterly disgusted in the service. Shocking.