Premium reviews not satisfactory , then you still debit and incorrect premium

I've been your client for a good 11 years (uninterrupted) and you still give me bad service. I called to review my premiums of which the manager in retentions team would not give me a better deal. Sarah the consultant who was assisting me , told me that she has system issues and cannot alter the premiums that we agreed on . She told me that if will be fixed same day. I followed up a week later, was told she will get back to me. Today you the first company to go into my account and still debit an incorrect premium. your service is terrible and you don't deserve me as a client .