Shortfall ***

As per your welcome letter dated 31 July 2015, please explain to me what is this Shortfall *** which you said I joined. I don't remember joining anything like this recently.<br> <br> This would have been resolved in simple way either by email or phone call. It's very unfortunate that I haven't received a credible service from you these two communication channels. My emails were responded very well when I was still in the process of taking insurance policy. The bitter telephonic respond I always get from your agents is the worst that I've ever came across in my entire life and one that I'll never come across. <br> <br> Until the, this will be my direct channel of enquiry. <br> <br> Please clarify this situation. I cannot keep paying for something I didn't join.