Empty promises

On the 21st of November 2019 I spoke to one of the retention agent regarding my my insurance with I was about to cancel because miway offered me a better deal, however the agent managed to match the offer miway my giving the changes to my policy was suppose to be effective from the 1st of December 2019, to my surprise in January 25th 2020 absa debited my the old premium (R1060. 02) instead of (R950) we agreed on including my house contents, I contacted their call center and I was informed that there is nothing like that on their system shocked, I then called again I spoke to Koketso tabane on the 2020/01/02 @ 10:13 she promised to call me back till today I'm still waiting, she said that their was an error 32852 on their system when they were trying to change the policy premium, she stated that I will be refunded the difference, today I received a sms reminder that (R1060. 02) will be debit on my account on the 25th, my question is why was I **** to....