Bad service when inquiring statement billings

I was charged the full charge in Jan 2016 due to my changing of Discovery membership (from one profile to another). I was then advised by my club to call head office to get a refund for the difference. I called head office yesterday and spoke to Portia who did not even know how to pull my statement to see the balance. She had no idea how to assist me and simply told me that I am paying for more than one person so the charge is correct. I then had to go back to my consultant at Milpark, Max who has been the only helpful person in this thing. He then contacted head office and spoke to Thando to try and sort it out however I have to still call him. I have been trying the whole morning however there has been no answer. Really disappointed with the service at the head office call centre! Get more staff and train them better!