Disorganised service

I received notification that ABSA vehicle finance had tried to debit an extra R1000.00 for the month of April 2016. I called and enquired and was told that I failed to submit confirmation of insurance cover. they say they tried calling me once and sent an sms which I did not receive. After such minimal efforts to contact me they went ahead and added they own insurance. What I dodnt understand is that my car was financed September 2014, now they decided to ask for this now March/April 2016? Now I have to pay bank charges for this mess. I'm really unsatisfied with this service!