Inappropriate deceit

Kindly note we have been deceived with incorrect protocol by Monica at FNB business. Upon request for business insurance Monica debited account for six months already as she only sent the assessor out now after six months not prior its in- appropriate deceit should there have been a claim God forbid. We await refund for incorrect protocol app****. Yet the account is being debited whilst a letter was received from Santam due to risk we will need appeal with ombudsman.