Bad service budget insurance

My car is covered by budget insurance and on the of 22 January I received an email about premium increase. When I called to negotiate the new premium the consultant who assisted me said there is another amount that is being deducted from my bank account which is a life cover. When the consultant checked the life cover is for Mr somebody of whom I dont know.

Today when I try to make a follow up the consultant that I was talking tells me to go to the bank and get statements from 2017.

So budget insurance has been debiting my bank account from 2017 and instead of reimbursing I must go to the bank and get bank statements?? Who is going to pay for the bank statements?

And the consultant asks me if I have proof and yet they tell me they tried to contact the person with no luck. The policy number for the money that is deducted is ***