Poor service

Last month Santam debited my bank account twice for the same amount. After having to write a letter to claim my own money back they refunded me - but less R20. When I queried this it was said that it is a policy fee. WHY??? There was no policy...just a mistake THEY made. I already paid the policy fee - with the original deduction. Now, it sound ridiculous to moan about R20, but for me it is a principle issue. If they make this mistake with 100 customers a day, then thy make R2000 for one day. <br> I am sick and tired of the big companies that just go about and do as they please.....and we as consumers have no say.