Debit orders

In 2013 i was hijacked & i pressed a panic button but i only got a response after 5 days.i then sent an email to explain the situation i was promissed a 3 months grace of not paying but that did not happen,they kept on deducting.

Now for the past few months they dont debit my account claiming they dnt get money in my account instead they hand my account over to legal.i calles.emailed them to explain but they keep on doing this every month.im at the point whereby i dont know what to do,when i call them to find out why they still dont debit my account,they keep on transferring me to people that dont even answer the phone.till this day i did nt get any help,ive been sending emails to customer service with no response.i want to cancel this tracker but i cant because i have a contract with them and im scared should anything happen to my car this might affect my car insurance cover.