Shocking and disgusting service

originally when i booked i was told i could change millage during use, they promised to listen to the calls but never did. i had to pay an extra amount due to their consultants not being educated on their terms, managers never called back to discuss, i had to constantly follow up. Now i have 2 fines, without informing me they took the money from my account without sending me proof of the fine, since February i have been following up with no luck.