Bad service

This morning I spoke to service advisor in connection with my premium. I nicely asked for reduction because of few reasons. She told me she need to speak to her manager. After 10 min holding on the line she come back with even higher rate. I told her that is not possible because is more than my original. She told me she is going to come back to me *just now * . It's 10h late no call. This not first time I am getting bad experience from them