Unresolved funeral plan but even if the concern is raised they just debit because they thinking for themselves

I had a funeral policy with this bank ,with poor service ooh no how do we leave with irresponsible company like this, they will only answer on hello peter if you contact them is just a fruitless exercise. I've migrated from their funeral now they doing debit twice I wrote to hello peter then is where there was a little bit of attention but not resolved,I was contacted by email but when make a follow up no one to answer ...everything in this company is a mess,please bring back my money and sort all the messes you have created for me