Bad customer service and company

Me and my partner took car insurance with outsurance i paid the deposit via my bank card. No bank details from me or my partner was requested. 1 Feb we got a email stating debit failed they will collect 7 Feb yet again debit failed but funds was available. I contacted outsurance i was informed that montly payments wasnt possible enymore we should pay the whole annual fee or the insurance will be canceled and that we should contact our bank of witch i did. Just for the bank to tell me there is no debit on my account neither on my partner. So from who did they try to debit from if they didnt have bank details. We called them back no assistence to solve the problem was offered nor did they pay back my deposit till this point. They just take from you. They simply took my deposit and deemed it fair. This is unexeptable to say the least.