Bad Service

I was on unpaid maternity leave for September and October and my premiums were not paid, my financial advisor sent me an email telling me about my outstanding premiums and i explained my situation to him, they did not even bother to assist me in any way. They've been debiting an account that has no money and i had to pay for unpaid penalties. I was sent an email clearly stating that after a 2nd unsuccessful debit order attempt, no further attempts will be made and my policy would lapse. So there was 2 unsuccessful attempts in Sep and Oct and to my knowledge my policy lapsed and no further attempts would be done. Nov there was no attempt but come December there were 4 attempts and that caused 4 unpaid penalty fees and i've asked them to reverse those fees since their policy says after a 2nd attempt no further attempt would be done. But i am just going back and forth with them and as i speak my account is in a negative balance and i am in arrears with one of my accounts because of this.