Completely lacking of customer understanding

I have been emailing your standard email address in connection with my Car Insurance policy, i left the amount in the bank for the deduction to be done on the 1/12/2015. I then get a email to say this was unsuccessful but no one can tell me why. I have been emailing your supervisor Shelton (who doesnt seem interested in helping me at all) the money was in the bank and now because of either a system issue or what i am not covered this month and this is the season where anything can happen. The lack of interest from your staff is disgusting to say the least and this is my second incident with them in less then three weeks making me wonder am i with the right company. I was even considering doing household insurance next year but if this is how you treat your customers im wondering if i should.....