Clarification on Account Debit Orders and Premium Increases

am writing to express my concern regarding the lack of response to my previous inquiries. Despite my efforts to seek clarification, I have yet to receive any feedback, which is particularly disappointing given the longstanding relationship I have maintained with Liberty.

Recently, two incorrect debit orders were processed against my account. I have reversed both transactions; however, I kindly request a formal explanation as to how these deductions occurred.

Additionally, I have observed that my premium has increased twice this year. The amounts debited do not correspond with the communicated premium effective from 1 June 2025. This discrepancy raises concerns about transparency and accuracy in your billing processes.

As a loyal client, I have come to expect a high standard of service and clear communication from Liberty. Regrettably, the recent lack of engagement and clarity falls short of these expectations.

On 8 September, I received an email notifying me of a premium increase and that my policy would lapse due to the reversal of the debit order. I raised concerns about the incorrect premium amount stated and provided proof, along with confirmation from Liberty.

Following no further feedback, I received another email indicating that a service change had been made to my policy resulting in a premium increase. I was not informed of this change, nor did I consent to any additional premium increase. Subsequently, my policy has lapsed through no fault of my own, and my query remains unresolved with no further communication.

I would appreciate your prompt attention to this matter and look forward to your clarification.