Misinform clients and falsely debited

the service at 1 life is ridiculous and their consultant don't do their job , had an upgrade of my life policy which they have been debiting but they haven't appointed a nurse to do medicals now I check my policy the value is low but the monthly debited is for the upgraded amount , a year later they have debiting my account now they say they will review my policy if it will be upgraded so they need to refund me all the 1 year premiums that I was falsely debited

the service i got from the consultant that assisted me today she just didn't care or able to provide answers to my questions also log an complaint with their complaints department as well