One plan pet insurance

A few months ago I took out a policy with one plan pet insurance they offered me the primary plan ,I was informed that it would cover my dogs illness a month later I find out there is a waiting period of twelve months.I then canceled the policy as it didn't work out for my pet even with cancel I still had to pay the premium and was told it's their policy not forgetting I haven't used this plan at all. A week ago a sale agent contacted me and asked why did I cancel the policy which clearly showed on their system it was canceled.I explained my reason, hence he offered me the classic plan given my dogs chronic illness I accepted the offer and gave them another try the call went well and I was please in the end.We arranged for a debit on the 25th of September 2024 and the cover would be working on 1st of October 2024.On the 4th of September 2024 to my suprise the old policy amount was taken out, I didn't consent to this especially on that date of the month.I called in and was then informed that my new application for the classic cover was cancelled and the old policy was reinstated.There was no calls no emails in regard to this information.I have been calling and emailing since Monday with no proper feedback from them Will I get my money back I don't know .One plan pet insurance is a huge disappointment.They will call when they want you to take the cover and really sweet talk you ,but when they make a mistake they are a silent .The customer service is really poor given the times we live in and things being so expensive this is really upsetting.