Terrible service

Just spoke a customer service agent named Rachel. The reference for this call is ********** 065. She clearly does not know what she is doing and does not know how the systems in your company work as she could not give me the answer to a simple question. I want someone to call me today who knows their work. I had a simple query of why there was an amount bigger then my monthly premium that does not look like a double deduction taken from my account.