Unauthorised deductions

I had taken up comprehensive cover for my vehicle and added shortfall cover with the impression it's under the comprehensive cover. To the best of my recollection of thoughts I had requested the debit order goes off on the 26th of each month. First payment went through successfully however another payment went off my account of which I hadn't given an authorisation to. I received a call after disputing the debit order and that's when I was informed that shortfall cover is not part of the comprehensive cover, I explained to the agent that I hadn't opted for any separate payment or cover. Another month down the line another debit order goes off this time a double payment. I called budget insurance and I was advised to send an email detailing what occurred and they will listen to the recording. 4 days has passed and I haven't had any correspondence from budget insurance.

I am appalled by the service I am receiving