Poor service

My monthly payment has not gone up under 11% in the last ten years and the service received is laughable. When phoning one cannot get past one of the call centre agents. These people have to take the abuse of the poor service because not of the senior staff have the backbones to handle calls that need to be escalated. The agent always says I will get a call from someone and I've yet to receive one of those calls. They have decided that I owe them R830.00 taken in error by "the system". Not their system, mind you. They under paid me for my glasses I paid for by R830.00 to recoup the money. I then get an account for R830.00 to say that if I don't pay them this money they will suspend my membership. Do you think I can speak to anyone there that should know what is going on. Not a chance! The poor junior agents have to take the abuse for this poor service.