bad service from dialdirect

I have the policy with them in 2016 sep I receive the email informing me about the cash back bonus that will be paid to me in Nov 2018 and in April I called in to check on when will be cash be paid out and it was confirm that its only Nov ...on Monday I received a letter from them telling me a different story , saying I will receive the cash back in 2021 April .when I call in to check on why it has changed and I was told that the was a premium that was rejected in Feb 2017 asking on why I was not informed about that I got no answer and I asked them to check my statement and the manger on duty said he can see that there was funds however I should ask the bank on why the debit order rejected . matters got worse because they went and deduct my account on the 16th of March 2017 I asked them on why they did that for my contract with them says only on the 26th and I was given stories ...I have been with them since 2014 and never claimed anything from them and when its time for them to keep their promises they come with stories ...this is a bad service and I will advise any other person that is thinking of taking any policy with them you need to think twice ...they only thing their are good at is to increase the premium every year without any form of communication and have also increased my access while I have been a good a loyal client ...they are happy to get my premium every month since 2014 to date however they can keep their promises ...