Absa slow to refund or respond

At the 1st of January 2016 Absa was supposed to deduct R460 from my account via debt order for insurance, but they deducted R1974 instead! I made calls, i emailed, i talked to the broker who advised me to cancel the insurance untill problem is resolved since absa does not return her enquiries either. Went to Absa so many times but they cant help me. I spend so much money on phone calls that was not anwered!! Still no refund even after broker promised me , they will refund me the faulty amount. NO ABSA NO!! I work hard for my my money, THIS is not how ones bank is supposed to opperate. I dont trust Absa anymore and this after 27 years banking with you since you were Volkskas bank.