After several calls to get information on my denta...

After several calls to get information on my dental and vision premiums being drafted out of my account, I was told today that the amount deducted recently included my premium plus what I owe from past months. Why did it take so many calls for someone to explain this to me? The representative I spoke to today was rude and said to "listen to me"! This is not acceptable and extremely unprofessional. I think his name was Roger and he spoke with a heavy accent. He called me on January, 27th at 1:11pm.