Treating Clients Unfairly?

To whom it may concern, I've been a very loyal client of yours and are generally very happy with the service I receive, but need to bring my FIRST poor service experience to your attention. I was called by one of your departments on 3 July offering me insurance with the chance of getting 1 years premiums back if I take life insurance. Long story short I ended up agreeing to only take disability insurance with immediate cover on the same day and my account got debited the next day. Five days later on 8 July I called to cancel the policy after seeking further advice and after realising that I already have disability insurance through my employer. I expected a reduced monthly premium a few days ago, however this was not the case. Called in today and Lesego rudely asked me: \\Did you not agree to the R170.00 policy fee?\Well\""