Bridge of Promise/Undertaking

Once more Momentum fails to walk the talk and taking their clients for a ride.They sent out an undertaking that due to Covid 19, they would be a 10% rebate on their clients monthly premium.But lo and behold and contrary to that undertaking my premium debited to last cent.To add salt to injury am still having an unresolved issue with them dating to 22nd Feb with ***.With this in mind,wonder what the explanation would be,"Oversight"?????