Unauthorised insurance

I have an issue with absa that has included an insurance in my husband car payment without his consent. Absa consultant called my husband last year towards the end of the year to confirm if he has a car insurance which I forwarded them the certificate that proves he has an insurance with Santam but in December they decided to include their own insurance without his consent. and again in January then did, he went to the branch and query it and cancel but the concerning part is the refund which they said he cant get it back which is not fair because the money was taken from his account with out his consent. Please fix this issue before it goes out of hand.