Call out fee

I've had been with them for a year now and normally their customer service is exceptional. Their network has been giving me problems but their customer service is normally exceptional. It actually irritates me that I have to come to Hello Peter for a query to be dealt with some urgency especially since it has to do with money. I am ****ed even having to beg for a call back from the agent who was initially assisting also , I want all calls between this agent and I listened to and also my bank charges to be credited to my account for a call out fee that I did not ask for or even authorize nor was I quoted on