Misleading information from the consultant from Absa

I find my self begging Absa for a refund for R2500, 00 fot the police I never agreed on and I have to keep phoning for one and the same thing I'm sounding like a broken record now why the banks they resist when you need to pay your money back, I can't take a 2,5k life insurance for the house valued for R790k the consultant say it will be about R500 surprisingly the deducted R2500 I never signed any form of agreement and now it's a straggle to refund my fund back🤔