Max Bupa — Policy not given and amount deducted two times

We opened account in bank of badoda nov2019, they given 999 rs policy of MaxBupa. but we not received any such till now. in March they informed they are not giving any 999 rs policy and amount will be refunded. Not refunded. Now after 1 year they again deducted 999 and sent message thanks.What is so behaviour.
we got message
Dear Ms.Payal Jain,
Thank you, we have received a payment of Rs. 995.00 towards your health insurance Certificate no.[protected] with Max Bupa dated 23 Nov 2020 . Issuance of your policy is subject to payment realization. We will notify you on issuance of your policy.