Not responding to my queries and not cancelling my credit life

<p>Good day, I currently have a personal loan with Absa bank, last month on the 9th of Septmber I went and asked that they cancel the credit life insurance on my personal loan and credit card since i no longer afford the instalment because its a bit high. The consultant assisted and sent the email on time, on the same month they took their instalment plus the credit life insurance money. I went back to query and asked for a refund and also that they cancel it for this month, to my surprise this month of October they did the same thing, took the insurance money as well. It means they owe me a refund for 2 months and no one has rep**** to the email or let alone make an effort to do cancellation. The consultant at the branch has been trying and friendly towards the situatuion but the head office is not responding i only received a message saying the cancellation is done at the branch and of which that is what i did. I am so frustrated as no one is taking my seriously. I want Absa to cancel the credit life and also refund me for the 2 months that they took my money because i made the cancellation in time. This is frustrating.</p>