Cash advacement not paid out, yet my premium was increased.

I app**** for a cash advancement in November 2017 - but have not received the money, however, Game increased my premium and tried to collect the new premium from my bank account.

I've sent them my ID, proof and account statements as well as calling them on numerous times. Here's the call references and times: Ref ********** 00008 Ref ********** 00488 23/01 09h30 Ref ********** 00281 31/01 08h53

I'm referring this to the Ombudsman to assist me on this issue, as Game is just *********** in getting back to me on this matter. Dr. WFH Beeken ********** 029 ********** 857754