Unauthorized bank deductions

If I could give a 0 rating I would. I changed over to Oneplan pet insurance in May this year , moved over another pet insurance company and it has been one problem after another. I had 3 dogs on the policy and a few months ago I decided to take 2 of them off as I was already unhappy but a guy by the name of Melvyn Petersen said he was going to be my 'personal helper' and he will assist me through all my queries or concerns, so I kept one dog on the plan. I even stated I am leaving one dog on the plan as a test, to see whether things would improve. The very next month they deducted the full amount off my account for all 3 dogs. They assured me this was an error and paid back the money. BUT then it happened again in November! This time Melvyn said I apparently received double the money back when they had paid me back the previous month,so that's why they deducted my money again. First of all, surely they would have phoned me regarding this error if it was true. Then on 6 November Melvyn CC in 'management' and said they were trying to get hold of bank statements to show that they double paid me. I have also looked at my bank statements and this is not true. Absolutely no response from any one since that day. No response to my emails or queries. All very silent. A bit suspicious if they were in the right? Wouldn't you say? I have canceled my policy yet no email confirming or anything. Absolutely no response and it is absolutely DISGUSTING!