Debit Order Fiasco

Signed up with you from 1 Nov. Your debit order did not go off my bank on 1 Nov. I contacted your support dept twice. First time I was told it takes 48hrs for a debit order to reflect. Which is nonsense. Second time I am sent a screenshot from your system showing a payment on 1 Nov. In the meantime you processed a POS (point of sale) transaction on 5 Nov. Who gave you permission to do a POS transaction? Lastly - your debit order still did not go through as there still is a difference in my bank balance vs. available balance. Meaning your debit order is hovering somewhere and I need it deleted or something so that it does not go off my bank eventually, as this means you will have received payment twice. I dont have unlimited funds in my bank acc. Was planning on moving insurance for my vehicles to you as well, but now having serious doubts about signing up with you in the first place. I need this sorted out urgently.