Not wanting to pay No-claim bonus

My initial documentation when joining Direct Axis car insurance (part of Mutual and Federal) said that I am entitled to my no-claim bonus after 3yrs of no claiming. I am due for this in Aug...when I enquired about this yesterday, whilst I had other queries to deal with, they blantantly told me over the phone that I am NOW only due for a no-claim bonus in 2017. I said why in shock as I have had no claims and my payments up to date. <br> I was told that because last year there was a debit order which was returned I then forfeit my no-claim bonus???? I was like \since when". I even explained to them the reason for that debit order not going off and was a valid reason. The premium was manually paid to them the next day so hence NO premiums were behind. I feel that this is \""*****ing\"" our no-claim bonus as any kind of excuse to just not pay. Now all of a sudden there is a special brochure with all the conditions app**** to the no-claim bonus. First time I ever heard of this ? The question should be...am I good driver or not..and did I cost your company money by having to pay out any claim...ANSWER IS NO! Please don't ******* good clients with empty promises."""