Bad customer service

I have a account with identity and iv been paying extra for it monthly yet my balance remained low without buying and due to receiving an sms from hollard about a policy I got scared and needed to know whats happening, I don't stay near an identity therefore I sent countless emails, yet no response just calls that cuts after a few seconds, I changed my banking details and they finally got in touch with me. I told them the issue and apperently they put a policy without me knowing as part off the law. I was upset because I wasn't told of this even though I asked for all info when I opened my account. The agent that spoke to me was extremely rude and said that I am rude even after me telling him that I'm upset with identity not him, I said it's pretty stupid that they put an insurance without me knowing, he said I called him stupid and spoke over me when I tried to let him know what was happening, he eventually hung up on me, I called in to sort the account and close it, that was the agreement, yet today another agent calls and asks me when I'm doing payment. The service is extremely poor and the worse thing is that they do not advise you, I been paying more and only when I did, did these policy's come in place, does not make sense at all!!