Extremely Bad Service and lack of communication

I have been with Matrix for almost 2 years, I needed their emergency help on the 23 Dec 2022 and they assisted me, to my surprise when the bill is coming, I have been charged R1200 for towing services that is the value adds, how is that possible because on the value adds are part of the entire package, I am paying R230 monthly and was told this is the highest plan ever, however when. I needed assistance I was charged this money without even informing me, please reverse my money and send me settlement so so that I can pay your account and start o er with reliable company.

I have sent them formal email a week ago and they did not bother to respond to my concerns, what kind of customer service does this customer offering.