I have been with outsurance almost 14 years

I have been with outsurance almost 14 years. Lately I am a bit dissapointed with their service. Call center agents promise one thing and then a different amount is deducted. I was supposed to be refunded for last month. No refund and the same amount was deducted again. I feel they must take a look at customer service and promises. Why are clients not rewarded when they are with them for such a long period. FYI I have not claimed once in 14 years.