can't Believe this

I was retrenched on the 16th of October and I have two policies with them. I went into their pine walk branch to enquire if there is any sort of relief the can give me, the guys said I can get a premium free holiday. I brought in the docs and he app**** for it, I even received an sms. to my surprise, they debited me in November and Dec. why did the lie to me? now I didnt budget for their debit and they took money that was for my childrens stationary!!!?