********* business practices

I have loan with Capitec Bank and they just increased my loan term without my knowledge when I phone they say sorry for making changes without my concern and I also wanted to understand how they came to full additional month since insurance increased by R4. 50 per thousand. I wanted something in black and white with calculations on how they came to additional month I needed answer on why they make changes without my knowledge but unfortunately no one has an answer.. A complete fraut with no explanation and ********* business practices ... I need anyone with same problem to get together and fix this via ombudsman