Unhappy loyal customer

Today I made two calls to woolworths customer service and both the calls lasted for over 20 minutes and nothing has been resolved. My reasons for making the calls was, I paid up my account its now standing on a zero balance but yet I'm being charged for card balance insurance. For what balance they couldn't answer and the second consultant told me I was wrongly charged. My take is we are taken for a ride as customer and chances are we have been wrongly charged on our accounts.