Bad customer service

last month i receive a notice that i can claim from life insurance if i have been affected by covid 19, of which i did that, but still went to my account and debit, i have sent a letter on the 08/05/2020 with the attached documents that they have requested to this e-mail: ***, i then receive an e-mail stated, they have confirmed that they have received the document, then come the debit date, they debited.