Call center staff drops call and refection fee??

My wife goes to your store regarding a bill of R200 for a "rejection fee", which we want to dispute as a request was processed to cancel in november only to receive a case number in march!!

they advised that we need to contact your billing department, after 10 or so minutes on hold, someone answers and it goes straight to your survey?! second time around, we get a hold of someone, then again, we get cut off and put through to a survey again! Is this is your training for staff " after hello go to survey"? or do you not care about quality of service?