Pathetic Service

I escalated a query to Veronique Hermans who indicated both telephonically and on email that both policies have been debited. When I queried the third time I stated that I dont see a debit order reflecting on my cell nor on my statement. She then reverted that the last debit was on Feb. I stated on my email that I would not be responsible for the back payment due to the negligence by the company. I am still awaiting the response from Veronique which she had recalled. She has not responded despite her promising to send an email by close of yesterday. It is frustrating at this point as I have no feedback and should I have a problem with my car Im sitting in a siutation whereby I have no response if my vehicle would be covered due their negligence and not due to me not pay ing the said debit orders.