Joke of the year, absolute no respect for clients in this severe diffucult time

What a severe lack of respect for clients. Deducting double payments even if I paid. Reason being they can only work on debit orders. So due to covid my debit orders could not go through. However I decided to make a plan to pay them manually which they approved. Then there was a issue with the policy number and suddenly this month they just merely deduct 2 payments. So now I am seriously in need of money!!! Then they claim I did not pay(which I did) Causing and adding to my stress in this difficult time. So if you advertise you are the longest the the business of insurance, should you not also adapt your resources and systems?