Acc not debited and they are not debiting

I have been battling for them to debit my account since I have a policy with them, I have escalated this issue and seems nothing is happening, I’m really drained as to why I changed back to this insurance, it happened before and it’s still happening again after i indicated I don’t want these problems anymore, they keep saying they will get back to me n nothing is happening, what the hell is going with budgets customer care, today I spoke to someone again promised a callback n till now nothing, calling them but their line just goes silent