Africanacity: we get things done by taking.

I received an email from Absa Building Insurance, "they are pleased that my insurance premium is increasing". I called them to query, the consultant told me: "Sir the bank decides the increase, there is nothing you can do. If you have an issue you must complain." What authoritarian world do we live in where a decision is taken by "the bank". A clear display of "Africanacity, the way we get things done" by taking unilaterally. My homeloan is the only account I have with Absa, I wish I didn't. Poor service.