Lie by FNB consultant that premium already reduced

Hi, I asked nicely on the 22nd May 2024 via app chat that my loan premium should be reduced from 8500 to 7300 as I was paying extra than original amount. Then someone confirmed that it was already reduced to 7200. Unfortunately, it was a lie as I see now on my FNB transactions that the 8500 premium is still the same. I am not working yet as retrenched can FNB reduced this debit order now to the normal R7200 plus change debit order date to the 2nd of a every month. Why lie? Are these 2 things too big to ask or what for FNB to action them?