Utter incompetence

I have a Streamline dent and scratch with them for my BMW and I recently changed my debit date from the 21st to the 28th and the continued to debit me on the 21st from an account I use exclusively for debit orders, the debit order rejected and the policy was cancelled without any communication from them and I only just happened to notice the debit was rejected while looking at my bank statements. I called them to sort out my debit order and date and now they tell me my policy was cancelled, I then asked them if I can have it reinstated and they advised me I will have to sign up with them again which I then do and after being on the phone for nearly an hour with the sales lady, she calls me back minutes later after I thought everything is sorted to tell me they cant cover my car which I just had a policy on 2 days ago with them because the car is now 10 years old but the car has been kept in showroom condition with them since bought the car in 2018