Business ProfileforAir Force Federal Credit Union

I have an account with a loan that was paid monthly. I called to pay the remaining loan balance off yesterday. They gave me the payoff I authorized the payment and was done. Today I looked at my bank account and was surprised to see 2 things. One they charged me an additional payment and two they also charged me $***** statement fees. I called and was able to get my money back on the extra payment. I spoke with ***** in the ***************** and asked her why I was charged ***** and she said there were statement fees due. I explained I have never received a statement and was never made aware of this. I don't have mobile access for this account because it is set on automatic payments, and I don't utilize the account for anything else. Furthermore, I asked why I was not told about this ***** yesterday. She wasn't very helpful and when I asked to speak with someone higher up, she said clearly "EH" and put me on hold. The person that came on the line was named ******* who refused to give his last name but said he was a "Lead" in the department. I explained the situation and his response was they don't call members to let them know they are negative; they don't send notices it is not a part of the process. He also said the balance was not high enough for anyone in the collections department to utilize their time to at least let me know I had ***** in statements fees for statements I never received. He could not give me a reason why I wasn't notified yesterday about this or at any other time. All he said was, "what difference would that have made". We went back and forth. He was very monotone but condescending. I asked to speak to someone else and he said No, this call stops here. There is no one else you will be speaking with. I insisted as a member to speak with his manager and he again said " You will not get a refund and you will not be speaking with anyone else today or any other time. I said I would be calling back to speak with another person, and he said you can call but you will not speak with anyone else, and I have notated the account, so this stops here. I just paid my loan off in full and was treated like a lower-class citizen with no rights by this credit union. I bank at other financial institutions and have never been treated this way. When a bank or credit union goes out of their way to help a member the member feels important and stays. When the opposite happens, that's when the member closes all accounts and moves on while also letting everyone they know, to do the same. Obviously AFFCU (Soarion now) does not care and does not do true customer service training. I am asking for a full refund of the $*****.