FNB Life Forced funeral plan cover

On Friday 26 October 2018 I called FNB Life to get a quotation on possible cover increases on my current funeral plan. After explaining my story to the consultant, I asked her to give me 2 quotations on 2 different cover amounts. She told me that the first cover she worked on, has been accepted by the system and I am now forced to take that cover. I explained once more that I only needed a quotation and that I won't be able to afford the new premium she gave me.She then put me on hold for about 10 minutes, I gave up and put down the phone.

Today, 30 October I have received a letter from FNB life with the new cover amounts and instalment I never agreed to, even including a new policy number altogether. Their lines have been busy since 8. Why am I forced to take something I do not want? Is this proper customer service?