I called in to tell them to not increase my policy as I won't have that amount and I asked them to keep me on the lower premium as im not working

I called in to tell them to not increase my policy as I won't have that amount and I asked them to keep me on the lower premium as im not working. However comes the debit order date they show me they deducted the full amount which was double. I asked for half the refund back as I was promised I will be kept on the same premium They then refunded me half my money back as requested. it's like you speak to one person but the messages doesn't filter down to all levels.