Capitec ********, Poor Response to Client Queries and Clueless Client Service Consultants Frustrating

I received an email that said my credit insurance premium on your Capitec loan will be increased on 2020-07-05. when I contacted Capitec to cancel the credit insurance since I have a life cover with Liberty. I have email all the required life cover policy to *** but up-to-date I had no response from Capitec Bank instead my premium increased. 2ndly when I asked my charges do not decreased the assistant said I have signed a fixed charged interest so my charges wont changed but then why do their insurance premium increase whenever they feel like it? 2ndl why have not attended to my query for cancelling all those outrageous credit insurance premium amount.