Capitec Bank increasing loan terms without consulting clients

I was looking for zero star because this is what this bank deserves. So, Capitec sent me a message, telling me that my loan term is increasing by ten months because the insurance on it is increasing. How they derived the ten months it does not indicate. The message further says that my installments will be adjusted to accommodate this, by how much it does not say. I called the call centre to find more information and I was on the line until my airtime was finished . Yesterday I went to Maponya Mall to find out how this ten months was calculated and how they arrived at it, the insurance is increasing, by what amount? The consultant did not have answers, I asked that we can the relevant department, after waiting 15 minutes on the phone a consultant answered. She did not have the answers. She transferred me to another department, that department did not have answers. I then asked for the manager, she did not have answers and said she will try and find out and then call me. I went back home even more confused how a whole bank can send such a message and how the consultants are so clueless, it is shocking. I had sent an email the other day, and they sent a response, the person is basically repeating what the sms said, that the term is increasing because of insurance, all my questions still not answered. Guys I would think that this bank would call it's clients, explain that it has increased , by how much and that the the installments will be this much and check with the client if they will be able to afford. This sounds like a new contract. Capitec your level of unprofessional is shocking especially for a bank. Now before any consultant at the bank rushes to answer this review, please let them calculate and give a statement with figures. Not the nonsense messages that I received on my sms and email. Just get your act together, your service is as cheap as your charges.