Blanket increase to excess fee ****

I submitted a complaint with *** on 19 January, followed up on 29 January (week later), to date I'm still waiting for the complaints department to contact me re the increase on excess fee which I never authorized or consented to. I want a recording where I was inform that the business has a right to effect a blanket increase on my excess fee and related fees or any fee for that matter without my consent. Though, I have now searched for and found their communication regarding this sent in August 2023, I still deem it ineffective communication for if I was given an opportunity I know I would have opted for an increase on my premium instead. The email was sent to my work email address, unfortunately at the time I was on a month long leave (compulsory leave to use my 2022 excess leave, or else I would forfeit them). Upon my return I had an influx of backlog email, had they called or sent an sms this would have been effectively communicated. Moreover, the subject line on the email as well as the letter itself just reads "important communication" as with all their emails. This is laziness on their part and lack of creative thinking or perhaps doneon purpose to play on clients ignorance and to try and avoid an influx of calls from clients had they been implicit and transparent about the reason for this communication. They knew that most clients wont know what hit them until they are faced with a claim and have no option but to pay the excess fee. Why did they not draw the readers attention by specifying on the subject line what the letter is all about. Secondly the increase to the excess and related fees is also not mentioned on the first page of the letter either, instead the say a lot of things unrelated to the purpose of the letter, things such as loadshedding. Worse, still in January (3 months after the excess fee blanket increase was effected) I received communication about an increase on my premium as well. One would think that one increase would be enough within a 3 month period. I never consented or agreed to the excess increase, period. I am left wondering how mabmny clients will be caught unaware of this 'blanket increase' and its effect on their finances. It's been 3 weeks and I'm still waiting to be contacted within 72 hours. On the 29th I called to follow up and spoke to Kedibone (Team leader in client services) she promised to escalate the matter or follow up on it as Nomsa had already escaped it on the 19th. Today, when I called again I was informed that there are no notes on the system apart from Nomsa's on the 19th. I've asked to be transferred to the complints department, but the complaints department is illusive as they are said not to have a contact number, ridiculous. I will be referring this the Shortem Insurance Ombudsman