I did a policy with them but not sure about the years

I did a policy with them but not sure about the years. Early 2023 I was convinced to upgrade it which I agreed to but to my surprise I suddenly had 2 policies not an upgraded 1 and I questioned it and they promised to fix it. To date I am still fighting. I spoke to a guy named Bafana and he made promises and even gave me his email address so I can contact him but he is now ignoring my email. I pay double to date. How can they say upgrade but I end with 2 different policy premiums?