Prime is not so prime after all!

I informed PMD that I wanted to cancel my motor car insurance for financial reasons. I then got a call from the Retentions team. I explained again why I wanted to cancel and the lady I spoke to said that they'll pause it (meaning no debit orders) for 3 months before checking in with me again to see if my circumstances had changed. I received another call from a different person after the debit was done and it was unpaid. I narrated my previous conversation with Retentions and the person confirmed that it appeared on the notes. I received an email saying that my policy has lapsed. I then had a debit go off yesterday and money was deducted from my account. Can Prime cancel my policy and stop taking my money!!! Why is this happening for the second time? They call and don't read their notes from colleagues who've come into contact with me. Please can they cancel my policy as per my email to them in March 2026. I'm thoroughly disappointed in this organisation.