Breach of contract

Im a premium policy holder who pays diligently every month. The agent whom i asked to load the vet visit funds didnt do it. I had to pay with my own money. You people had no right to do that, my cat was ill and u left me in the lurch and so much embarrassment when the card said insufficient funds. How dare you not pay out my own money? Oneplan doesent hold their promise when they say no fuss & no obligations. Its the total opposite ; ***********. I want to lay a complaint against the agent because that very same agent did something before and i didn't report it. She failed to change the debit date so my policy went inactive , this after i asked weeks in advance. Why must i beg for my own money? In an already stressful situation like a VET visit. No ways. Im def shopping around for better options.