Bad Service from ABSA Vehicle Finance

My wife was contacted by the ABSA Vehicle Finance department a month ago requesting proof of insurance or they would deduct their own insurance amount. She sent the proof but they still went and deducted an amount from her. Firstly, my wife has been holding on for more than 30 minutes with her own airtime/minutes without someone answering her on 3-4 occasions. Then she phoned the complains department and they tell her a manager will get back to her within in 72 (3 days) which I feel is unacceptable.