Policy Start Date Dispute

I had an extended warranty (pre-owned 2) from 25January 2022 to 24 January 2024. On the 11th of December 2023 I received a call from Innovation Group selling another extension and I agreed to another extension when the one that was existing at the time expires which was January 2024. End December I received double debit orders, one for existing and one for the policy that was sold to me to kick end January 2024.

I disputed the debit order for the new policy as I still had the same existing policy expiring 24th January 2024. Now I am told my account is on hold and I must pay the debit order I disputed in December. I called innovation group for assistance to move the policy to start in January 2024 or to cover the premium for December as I did not agree to the policy to start in December.

They told me they will retrieve call recordings of the time when the policy was sold to me in December and the recordings were retrieved and the recordings confirmed that I did not advise the policy to start in December and their sales person was deemed non-compliant for starting the policy in December which made me to be debited twice for the same thing.

Now they are saying they will not assist me cover for that premium nor move the policy to January. I must pay the December premium if I want my claims to be successful because I received a debit check link and agreed for the debit order to go off in December.

Now the problem is I never received any debit check link and even with the previous policy I never received any debit check link.