Rude patronising staff

Reference Building & contents Insurance policy with Policy Expert. Noticed a large sum of money had been taken from my bank account. Customer services advised they had automatically renewed my policy. Policy not due to start until 24th June 2019. Money taken from my account 19th June 2019 without any prior notice. My intention would have been to renew the policy and make payment from an account that had funds. Their actions overdrew my account. Was informed I could not have my money refunded for up to 5 working days & I could not make the payment from another account & they would have to cancel the policy & start a new one. When I asked why I did not receive a call before money was taken was informed that Insurance companies have over 76000 customers & they couldn’t ring everyone. I asked to speak to a senior staff member & was told bear with & put on hold. The senior member of staff stuck with the same line & I asked to speak to someone senior & was told they’re on holiday. Was informed the reason they take the money so early is incase theirs any problems getting payment. They should not be taking money 5 days before renewal & they advised they sent me a renewal on 25th May. If they do not get an acknowledgement it is probably because it hasn’t been received & should therefore make contact with the customer. Policy cancelled, complained to my bank who are refunding the money. New insurance policy taken with another company which cost more by the way. All because of the way in which my case was dealt with. Shocking customer service. Took up a good 2 hours of my day & I will be going through the complaints procedure & to the Insurance Ombudsman if necessary.