Bad service

I have a life policy with FNB. Since October last yet they debit my account twice. I have sent numerous emails about this with no response. Calls don’t get answered. Yes I have defaulted out of frustration. Sometimes I would leave just enough funds in my account for the debit order but they will still try a second one which incurs charges for me . The only time they call is when they didn’t get any money. The consultant will then promise to look into it. I have requested my statement to indicate amounts paid / outstanding.I am starting to wonder should I die will they even pay out my claim to my children? The service is atrocious