Broken processes and promises

My wife received an email from Absa vehicle finance saying that she needs to submit proof of insurance cover, and if not sent within a specified time, they will add comprehensive cover the installment amount which was R500 more than our current insurance premium. We sent them the proof, but they still added the cover to the installment. We queried this on 25 September 2019 and was told they never received the email and asked my wife to resend it which she did. They said the insurance amount would be refunded within 5 to 7 working days. It's been 3 weeks, and we haven't received anything yet. To make matters worse, the next debit order again included the insurance premium. Why is Absa's processes not working properly? They are causing a huge inconvenience to us.