IGNORING MY QUERY FROM FEB 2015

I had device insurance on my S3, There was 2 months that the debit order did not go through.(26/10 & 26/11/2014) they have spelled my surname wrong and emailed stuff to there, only on 05/01/2015???<br> No sms, no phone call to inform me, they should of seen on my statements what my surname is. To the point, after I have logged 3 queries and sent lots of emails- they just sent an email its cancelled, \we trust you find this in order"I sent myself an email to the address they have used and it returned"