Bad service

I took out a retirement policy with Metropolitan in 2017 the agreement was that they will debit straight from my persal. They only debited twice and stopped without giving me any reason and it resulted into my policy lapsing. I then wrote a letter requesting for a refund since i did not cancel the debit myself and the fault was on their side and i was told that there won't be any refund instead i must surrender the policy and get less than half of what i paid for and my hard earned money was lost for to metropolitan just like that