Double debit account

Miway Life has double debited my account on my life policy, it is the first time im noticing it and have a feeling it has happened before and i was unaware of it. instead of Miway apologizing and rectifying the issue they just said they would call me back and i left my contact details, over 24hours later i have not received a call so i contact them back only to find they have not even logged my request and have no record of it and i have to re-log it. i am highly disappointed with miway as i work hard for my money and it is unacceptable for Miway to just decide to debit my account twice in space of 2days for NO reason as i have never been late on my policy payments. i have been a loyal miway customer both for vehicle and life insurance for years now and fortunately i have never had to claim, this experience leaves me wondering should i have to claim someday will i have to deal with such blatant disregard and incompetence