ABSA insurance negligence

ABSA have taken precautionary measures to insure my vehicle assuming that I did not have any comprehensive insurance cover. They received proof at the time of me applying for finance. Now it's understandable that they request proof of insurance if they cannot contact the client to request proof that insurance cover has been maintained. I was abroad and therefore unavailable telephonically. However, they took it upon themselves to insure my vehicle through ABSA insurance. I am a payer that pays well above the minimum instalment amount and therefore only review my statements annually to get a settlement amount. In this scenario they charged me in error for insurance for just over a year. I requested that they refund me an amount close to R20,000.00. After much hassle making numerous calls and sending emails they then proceeded to refund me plus minus R3000.00. I then told them that they refunded the incorrect amount. After much hassle once again and with much delay, they eventually refunded the balance.

They have yet to reconcile the account and reverse the interest charged to my vehicle account meaning if the payments were correctly allocated as an advance for each month after reconciling the account I would have been paying less interest. Since then, I (being the customer) have tried to tutor them how to fix their mistakes and they have simply chosen not to reply to their customer. Are they being negligent or are they trying to profit from excellent payers? It seems they have pulled out every tactic to delay this process so that I would forfeit any recoverable money to line their pockets but maybe it's just negligence. Either way they take peoples money and it seems that they couldn't care less. They don't read my emails properly or choose to ignore the details included thereof because I have articulated my request very clearly numerous times without success. How many people are being affected by their negligence? What about consequential economic loss caused from their delays to get an accurate settlement?

Quite honestly, I more than likely know what will follow this review.....

1. A pathetic generic response to avoid dealing with this. 2. No response at all.

What should happen?

1. I don't want your apology. I want a reconciled vehicle account by no later than 7 working days from the release of this review with an accurate settlement value provided thereafter.