Incompetence and unprofessional

I regret ever thinking to re-join Clientele, I was once their customer but I cancelled my policy sometime end last year for the slow service they offered me, when I was re-joining the lady who opened the policy for me explained that after the first debit I will have at least legal advice benefits and will have full benefits after 3 consecutive debit order, so I sent the legal team an email for some legal matters and they came back to me after a while and said no they can't help me because the debit has gone through, I am cancelling this policy and well get it elsewhere, this guys don't take their customer as serious as they preach on adverti*****t.