I have no words, WORST!!!

I made payment end of November 2023, I e-mailed the consultant and she advised that there is a cancelation fee that still needs to be paid, 1stly I never cancelled the account why am I liable for a cancelation fee?? My service in now canceled/ suspended for a cancelation fee that is less that what I paid for in November 2023. The horror of communicating with them infuriates me, I e-mailed no response, I called 15 to 25 min on the line no assiatance, WHAT type of company is this that treat their members so badly? This is not my 1st complaint either one woud think if a customer took such drastic steps to get attention and or service you would take better care...No courtesy of a call to make an arrangement to retain services nothing! I work in customer service and know my way around and let me tell you this is not how customers should be treated, If this is the response to the work you do I don't want the services anymore!! I'm no longer negotiating If my service is not reinsated within 24 hours I'm approcing the ombudsman.