Disappointed

I have been with outsurance for 13 years.As soon as I received the yearly letter for the annual increase, I immediately phoned them to let them know that I cannot afford the increased amount.They assisted me with a fair amount, which I agreed to and they then sent the updated policy to me.The 1 September 2023 the agreed amount went off from my account and all was fine then suddenly a month later 1 October 2023 they deducted the annual increased amount from my account,I then phoned them and for 2 week still get the answer that they are busy sorting out the problem and will get back to me till today no feedback not one call today they even said that they have communicated it to a manager and they will phone me back before end of business today,still waiting for my refund and very disappointed in the bad service I have received seriously bad.