Terrible service from financial institution and representatives

I called the call centre to get my new premium after waiting 48hours for my payment to reflect. The agent I spoke to (Mpho) could not provide me with an updated statement or the new premium. I spent over 30 minutes on the call with no assistance and being told I would receive a call back in 2 hours. It's been over 5 hours and close of business but no call back has been recieved. I had called in December to cancel a maintenance cost that I was being charged for incorrectly. On the call in December I was assured that it was removed. When I check my January statement it still reflects and I'm being wrongfully charged.