Double deduction

I have had a warranty with the organization since buying my car two years ago, on the first of Dec 2024 I received an email notification that my warranty is about to expire I then responded on the email that I would like to take another cover of which I received a call from one of your consultants and we scheduled an appointment for them to take me through the process and options they assisted me perfectly towards the end of the call I then I ask the consultant if they are that I will not be debited twice he assured be that will not be the case as my contract has expired with the dealership and now they will be deducted from my account directly. When my car installment went through the dealership still deducted and today this morning I got a notification that u have also deducted I need an urgent intervention to this as I was debited twice and I need that money back immediately and the consultant advise that I would receive my new policy document working 48hrs and it’s been 3weeks now and nothing for the past 3weeks I have been emailing him and his not responding to my email I can also send you proof. Oh yes I have tried calling your call centre is forever busy I also had that trouble when I was sending my car for maintenance they could not get hold of you guys I’m so dissatisfied.