Poor documentation of resolutions to policy

The insurance did debit my account end of December 2018 of which the error was on their side. I had an accident mid January and I was informed due to the error that occurred I should pay the amount that was not debited with my excess fee of which I did. End on January I was debited double when I enquired I was told I missed payment which tell me that the consultants didn't update information to my policy, I was then asked to send my bank statements which will show the amount debited and I will be refunded of which I did and received an email saying it will be done within three working days. 8 days later I enquired and I'm told after investigation were done it was found I missed a payment and I will not be refunded. Which tells me that after all the consultation with the miway consults my policy was not updated and it's an inconvenience to be debited twice, it messed up my finances and I'm not receiving any assistance.