disappointed

In December 2014 my life cover debit order didnt go, on the 29th ive sent an email that asking a reason for no deduction and i didnt not receive any explanation. the email i received from them was to say when am i going to pay the December debit order. ive informed them that they need to deduct double in February 2015 as i need to pay fees in January, on the 26 January a debit order of a double payment went off which was not the arrangement. ive sent another email to Tsepi aking a reason for a double debit in January still no explanation and ive asked her to reverse on instalment she told me that her people declined the reversal and there is nothing they can DO even thou ive made arrangements sind the did not collect in December. no one apologise and i had to dispute all payments because they debited 2 payments in one instalment. im not happy with the way they handled my issue, now i dont even trust them if they will pay out if anything happens to me (TRUST is BROKEN)