poor customer service

I purchased a cell phone in feb fro Stern Promenade. Customer service was excellent. i also asked for cell phone insurance, completed the paperwork and gave them auth to deduct by debit order.

I April I check my bank balance and notice they have not debited the isurance, I called Sterns promenade and was advised I need to come in to store.I did not understand why I needed to come to the Store and the lady I spoke to was very very rude. I asked to speak to manager however was advised the he/she was on leave.

The rude lady called me back only to tell me that the insurance company had system issues therefor they did not deduct the money.My questions to her was: Why was I not informed? Is my phone insured? Could you please advise who mmuch they will be deducting?

She could not answer me and still no callback.

I call the insurance company still no call back.

Could someone please contact me via email because they still have not deducted the money?