Budget? For what?

O wow. What a experience with Budget insurance. .. The old saying the customer is always right and customer service and satisfaction does not apply within this company. Last year I received a call from Budget offering me a " Value Added Product" with my current vehicle insurance, a scratch and dent policy. Sounded all good at the time and I took the policy. After doing some research and asking some questions I realised that the policy was not worth it. I cancelled it... now a year and 5 months later I moved house and wanting to change my residential address with Budget for car and household insurance found out with a shock and horror that they conveniently cancelled my household insurance (without informing me) and not the "Value added product" scratch and dent!!! I still had 2 debit orders going off my account as per usual, the amounts were as per usual for my car and home insurance but only it wasn't for home insurance. .. The gent I spoke to last week was very polite and after some digging, phoned me back and admitted that it was an error on Budget's side and will have someone from the VAT Retention department phone me back and arrange my refund. Today I receive a phone call from the rudest most arrogant consultant I have ever spoken to. She blatantly called me a **** and stated the policy was never cancelled and she can't tell me why my household insurance policy was removed by Budget without any notification as it is a different department. I did get worked up and nearly blew a casket but HELLO? What the hell? Skip one payment and your policy lapses but try and get your money back from them due to an error by them ... impossible!! They are so slow with doing anything and getting answers even worse... Budget is always quick on the draw to offer insurance, take the debit orders but absolutely pathetic with customer service and actually informing their client what they pay for and what the terms and conditions are. Submit a claim with them, you are almost garranteed to be "under insured" and will get under paid for items claimed for. I am not a happy customer! And surely will be taking further steps. So quick to say their calls are recorded for quality purposes but try and request a recording? Surely somewhere somebody out there within the walls of Budget Insurance can assist me with some answers and my money back?