Poor Service Received

I am reviewing on behalf of my mum, about the poor service received from ABSA I Direct Insurance. My mum is a pensioner and has been an ABSA I Direct customer for many years without claiming. Her monthly premium that went out on 01 October, was R250 more than normal. That is an increase of 37%. We did not receive any correspondence regarding this increase, no letter via post or email. I tried calling and was told that nothing can be done as the debit is already processed. My mum is a pensioner and does not work, so R250 more is a lot of money to pay every month. As a loyal customer for many years, we expect urgent assistance in this matter.