Miladys being ****py with charges and customer care

So I have an account with Miladys for quiet some time now. I usually pay it up and take some time without buying with the acc at R0.00. The balance would remain R0.00 until I decide to make a purchase. To my surprise, I am on R0.00 and I was charged some fees to which I was advised to cancel the insurance. Mind you, all the charges would fall-off everytime my account is paid up. Worser, after interacting with customer care, one gets an email for survey, with no opportunity to complete the survey. When I try to start the survey, i get a message that it was completed. I am worried about these ***** acts and zero explanation. I called and was on hold for over 25 minutes then got dropped