Poor communication & service

After signing up, albeit consultant was talking from a noisy environment for 20mins. Actual policy documents were e-mailed to the wrong address. Since I never received them nor read the fine print, when I lost my price position they refused to pay... Yet taking money from my account was never an issue even though no follow up was made if I had received the documents or not. What makes matters worse is that I kept the app active throughout the cause of this nightmare:-(