secure chat and weird amount coming off m y account I need help

Once again trying to get assistance from secure chat - they end chats request to rate chats all before any chatham even started when I start speaking to someone the one confirms what I am asking and sends to a different department then they send 100 messages about being with me shortly then the person cannot see what the previous person just confirmed they could see. ask the same question over and over then pass me on to the next person I have a weird transaction that went off my account on 26 February for an amount I do not recognize they say it is a card purchase I have no memory of no one can tell ne where this is or what the name of the shop is based off reference its something to do with discovery which I am not a client of please could a person call me I need to speak to a human that can actually understand my query