Incompetency or Lack of Communication at Standard Bank

I required a Home loan from Standard Bank. They automatically add home insurance to the payment. They gave me a curtesy call in witch i told them i got a better rate at Outsurance. They ask me to send through the letter of insurance so i did. It was said and that they will remove their insurance from the monthly Debit order. I expected everything to be sorted only to receive another call Monday 17/07/23 to ask me the same irritating questions asking me to do the same when i told them i already have insurance. This to me speaks of either of Incompetency or lack of communication in a very large organization. I expect a senior manager to contact me and solve this matter.