Do we always have to complain to get good service?

I took up a Nedbank Green backs account last month. i was shocked when i received statements for some balance protection plan that I have on the card that I never took up. i tried to call Nedbank and I have been transferred from Pillar to Post which eventually ended up in my call being ended. i am so irritated because at first i understood maybe its a mistake that the person who helped me with my credit card might have done but getting pathetic service when I try to sort it out is completely unacceptable. I do not even want to mention the stinking attitude I was given by the guy who assisted me at their credit card contact center who even ended up directing the call incorrectly. can someone please look at sorting this out for me.