No response to requests frm 1Life

I have 2 life policies with 1Life - mine since forever, and my husband's about 2015. So, when I asked to change the debit order date to the 1st of each month, low and behold I was informed this will be done. But, comes the 15th of the month, this is still being deducted from my account, at my costs, (since Feb this year), because these are now returned due to not enough funds. Then you write a mail, requesting that the insurance amount be decreased, and they read this - that is what the read report tells me. Then, after you deal with them, a survey (at your expenses on your mobile device) is sent, to ask how your experience was. It sucks, to say the least. Makes one just wonder how a claim will be treated. I will never advice any of my friends or family to take out any cover with 1Life