Debit without permission

I've had such a bad experience with Standard Bank in these past few weeks. My money was debited without my permission!! I reduced my insurance policy but the consultant didn't reduce my premiums and I realised when they did the anniversary and when I asked them to look into it, it took ages and hours of phonecalls, bear in mind, Standard Bank doesn't have a toll free customer line! My issue was only fixed after a lot of frustration and I am not sure now if I'm making the right decision staying with them for my insurance but I sort of have no choice because I will lose a lot of money that I've invested. I'm very disappointed