Outsurance changes your debit order without consent

My wife and I were shocked to discover that our debit order amount had been increased without our consent or being notified of such..we called in to investigate and were told that our premium increased due to our risk profile and thus the readjustment.. After a lengthy argument about the injustice of this the advisor said he could offer us a better deal to lower our premium.. Obviously as an attempt to keep us from cancelling our policies.. We requested the offer to be emailed to us so that we could make an informed decision as to whether or not we would accept the new offer...we were told that nothing would change unless we respond to the email.. We procrastinated reading the email and two days prior to the debit order going off decided to leave it as is. To our dissatisfaction the debit amount had again been changed as if we had accepted the new offer. Murphy's law then appeared in our midst and we were involved in a vehicle accident.. The new offer now stipulates that we pay an excess of R4200 instead of our original R1100...we have been in discussion with them for approximately 4 weeks to resolve the matters and keep getting empty promises and no feedback unless we actually call in and make a fuss...we are at our wits end and cannot deal with such unprofessional behavior.. We have requested a copy of the conversation in question and keep hearing different excuses of why its not been supp**** to us yet..I am beginning to suspect that they are tampering with the recording to omit the part where they confirm nothing will change..furthermore the manager Tshepiso Langa displayed a horrible attitude and no sense of urgency to the matter...we are sick and tired of being the victim after being such loyal customers