Credit Protection Premium Calculation ****

Nobody seems to be able to explain to me why my Credit Protection Plan premium is not decreasing yet my loan amount is. According to their website its supposed to be calculated on the outstanding debt: https://www.fnb.co.za/insurance/debt-protection/index.html Secure chat agents (Amogelang from FNB Life Insurance and Nonhlanhla from FNB Personal Loans) seem clueless, they keep passing me back and forth between departments. I want to be reimbursed all the overpayments I've made so far,