Double Debit Order

I have a query outstanding since 01 October. I paid upfront for two years, and was told that I would receive a discount. After Paying, my account was still debited on 01 October 2015. Upon querying, I was told that I short paid and that there was no discount applicable. After sending through the written agreement, I was told that this was a mistake and that the amount will be refunded and the debit order will be cancelled.<br> I have been sending emails and escalating for the last month without a response. I have all agreements and promises in writing, and I cannot understand what the delay is. Is it just acceptable for me to pay my premiums two months in arrears? If not I would like to know how is it acceptable for Tracker to completely ignore my emails?