Misled on shortfall cover double debit

I am not happy with your Value Added Product department.I have a query with them,still not sorted out & it is taking too long.Last week I spoke to someone who said I'd be contacted in 48hours, no one called me.Don't make me regret taking cover with Budget Insurance. I took out shortfall cover, I was asked when I'd like to start it, I said Nov. To my surprise I was double debited on the debit date and the person I took cover with never said anything about double debot. Please refund me and ensure Inam up to date with cover or cancel the shortfall cover. You know what I am even thinking of cancelling my insurance cover because this query is taking too long to resolve