Useless Metropolitan

I have taken out a funeral cover policy for my mom and mom in law in 2013. My debit order date was set as 1 of each month. In December 2020, on the 1st the debit went off. Again in December 2020, on the 31st another debit went off. I thought of it as an early debit for January 2021 since the 1, 2 and 3rd were holidays. However on the 1st on February 2021, a double debit went off. I reversed 1 of them and immediately tried to contact metropolitan. The waiting time was and still is ridiculous to speak to a consultant. I then chose to send them a message via Facebook messenger. I got 2 call backs, the 1st lady said she will contact me the following day after checking my profile. She hasn't called back. I sent another message and a guy called back, went through my profile and said honestly he has no idea why i was debited twice but he has sent an urgent email to the back office to check and they will contact me asap. To date I have not heard anything from them. I sent another message to Metropolitan, the response was that they have followed up with the internal team who will be in contact. I have heard absolutely nothing. It will soon be 2 months. I have paid so many years of this premium, all for nothing. If Metropolitan can't assist me, i would like to receive all my paid premiums back.