outstanding account

I am struggling to get answers out of these people so I can settle my account. U pay an amount towards a fund as to when you get in trouble this will settle the account and you also get a bonus. Now they refuse to settle the account or give me my bonus. They change the rules as they want. Mrs Didi Steenkamp sweared and screamed at me. This is really not the way to treat people. I did put the phone down after I said goodbuy and she was still screaming