ABSA *****ING MY MONEY

I took out a personal loan in September. I asked the consultant to cancel the insurance on the loan. I then received confirmation from ABSA that the insurance was cancelled. However, when my debit order went off this month, I noticed that the amount deducted is approximately R500 more than what my installment should be. I contacted the consultant via email to query this. The response was that I now have to call someone else to query this. This is frustrating as I do not have airtime to hold on for 20 minutes before someone actually answers my call. Is ABSA going bankrupt, that they are now resorting to unauthorized deductions from my account. Do I need to change banks? Absolutely disgusted with the service from ABSA.