Poor service

Called in to re-instate my policy the person who was "assisting" was not interested at all. She told me I owed money from April when I asked what it was for she said she does not know and because I asked this she will not re-instate my cover. Budget was processing a Naedo debit without fail every month so how do I owe for something I was never made aware of ?! When I ask what's the turnaround time for this matter to be resolved she could not give an answer!