Premium adjustment

My query was with regards to an increase from R614 to R694 which I had a problem with. Ms Khulu dealt with my query calmly and professionally and I would give her a high five. But I feel miyway should have adjusted my premium back to R614 for the two cars concerned instead of saying they don't know what really happened. Even suggesting that maybe I did something when I accessed my profile on MiXpress. Thank you Khulu