Booking fees being billed

Flexiclub must be the only company that runs without management - In the 4 years that we are members and the many years before that when my parents owned it , it was and still is impossible to speak to a manager. Flexiclub keeps charging a booking fee , the consultant on the phone assures you that there will be no booking fee the times that they call you to help you to spend your points . Recently I had credits being passed for over R500 that I only found out was billed to my account when my account was blocked to pay for a bonus break . There is still an outstanding query that I never had a reply to . On the 8th of April , I phoned in for a booking as the website did not give me an option for availability on the date that I was looking for - luckily they could find something and Fiona booked it and assured me about 3 times there is no booking fee - needless to say , the booking fee is on my account when I checked today . I phoned to get an email address for a manager and was unfortunately cut off , the second person wanted all my credentials and being afraid that the call will cut again , I insisted on getting an email address - I was given the general one ***- does not seem as if the managers have a landline number / cell phone number or their own email . I want my 2 credits sorted out asap please . I know that there is a voice recording about the booking fees when you phone them , but why does the consultants insists that you won't be charged ?