I have repeatedly requested to speak to a supervisor or manager regarding my statement of account

I have repeatedly requested to speak to a supervisor or manager regarding my statement of account. Three agents refused assistance and instructed me to email, despite email replies being billed at R24, which forms part of my complaint. My concern is the excessive and escalating fees, including an undisclosed commission of approximately 11.5% charged on every payment made, regardless of amount, in addition to call and email charges. A further amount of approximately R500 has also been added and labelled as “outstanding commission,” without explanation. I require clarity on how these commissions are legally calculated and billed without transparent disclosure. If I attempt to settle my account in full, will an additional 11.5% commission be charged? When I requested a settlement amount, I was told no settlement is available. The refusal by multiple agents to escalate this issue is unacceptable, and I will pursue this matter further if it is not addressed.