Horrible Administration Pineapple Insurance

Pineapple insurance has an amazing app which is easy to use and very user friend I give them that much. After being with them for a few moths my phone was ****** and I had my phone replaced but this is where the nightmare began with them. Firstly my mobile was insured for 17k as they give you the option on the app of the a amount you want to insure your product for and I paid a premium for 17k Insurance when it came to claim time they only paid my claim out to the value of 13k and told me that was my then standing phone value but they had been debiting me to the value of 17k for the period I had been with them. One of the executives contacted me Matthew and told me I would be refunded the difference which till today has not happened even though I had paid for 17k insurance I had to cover the shortfall when receiving my device at the iStore. Then in on the 8th of June my account was debited the amount premium for 17k on the 8th of June and again on the 18th of June another debit order was sent to my account for the new device which was the replacement device which was not provided for since they had already debited my account on the 8th June. I have been chatting to Fulufelo on the app about this debit that supposedly never went off on the 8th of June which my bank has confirmed had successfully gone off and no update from pineapple for about a week. I'm very disappointed with this administration because overall they have a good product and app but the administration and follow up and query resolution is ****. I also had to wait for policy working document for over three weeks this is after i was told by the executive that it would be sent to me after our call. Ridiculous!!!!!!!