Not happy with the service

My mum has an account with jet and it has been a long time she has been paying it very well but the credit doesn't decrease but only to find out she have some insurance that she doesn't even know of and she went to trade Route mall to complain abou the matter on 12 may which was Tuesday the put her on the phone with a call center agent who was very rude and mean she told her that why is she complaining to her because she is not the owner of the company.. You guys have to train your stuff and also tell then to stop doing ***** this is so wrong