First body line

I have a scratch and dent policy with fnb called First body line. I had this policy since November 2022 and haven't done a single claim. As soon as i requested a claim on late September and was given feedback on the 3rd Oct 2023 advising me that I have missed 2 payments which had been June 2023 and Oct 2023. My current debit order date is eset for the 15th of each month so I couldn't understand how they had given me 2 missed payments. Later the consultant patience Tshikedi advised in order for my claim to be paid out I had to do a double debit which I agreed. On the 16th of Oct I wasnt double debited I was debited 3 times amount without any consent. I had to call the call center today and was advised by Anna-Mart Van Huyssteen that I didn't pay in September 2022, she will query this and get back to me. Anna-Mart Van Huyssteen had responded shortly after our conversation and provided feedback that I was owing for Oct 2022. Now this seems that fnb simply doesn't not want to process the claim or is simply trying everything possible to just rib me off. Their story was never straight from day one. I can't understand this and not a single person from their managment team has bothered to contact me.