Calls always ignored

Iv been their client for 2 years. No problem in debitting from my account. Try skipping a month,you get a call write away to double your fees but try making a claim or query, you are as good as useless,irony in their emails when you send them messages too that we are very important to them. I'm very disappointed. Iv been requesting to remove a member since beginning of February but because it's a removal,not addition.my requests(calls,emails) are