unauthorized charges jet account

Since before the lock down I have noticed additional charges for protection plans on my statement. Some kind of account protection plan and partner protection plan. I've never heard of any of these before and in the almost 10 years of having this account has never requested any protection plan to be loaded on my account. I have been trying since before March 2020 to speak to someone at jet about this and have spent unthinkable amounts of time on the phone (at my own cost) to try and sort this out. I have never authorised the additional charges to my account and I was never informed by anyone that this would be added to accounts at any time. I need to have this removed from my account and can't seem to get anyone to talk to me who can actually sort this out. Now my account has been handed over to collections because of non payment but no one on their side seems to be able to sort this out either.