ABSA VEHICLE FINANCE are not confirming documents sent instead debited excess amounts as penalty

Received this SMS after I sent an email for Absa enquiring why the debited an amount R800 in excess to my usual installment. And no one has called or emailed me, they only do that when they want business thereafter is little to no communication and access to them. I sent an undated document and received an email hours after that it is expired yet it is dated today. Next they will debit excess again and claim I had not sent anything.. I say again, do these institutions purposely hire staff that are trained to be aloof and leave things handing in their favor with the client always unsettled of complete and correct procedure done. Not even one missed payment for years and they still make loopholes. Totally unacceptable and disturbing.

Can you 'ABSA' please respond to my email and confirm receipt of the recent dated (today) document requested and confirm cancellation of your cover that I have not accepted.