Absa life funeral policy

I learned that I have funeral policy with absa that I did not apply for. The person covered in the policy is someone I do not know. Money has been debited from my absa account since 2013. When I enquire about this policy firstly they immediately cancelled it. They then ask me to send them a bank statement, the policy number and my cellphone number, which I did. They do not call me and when I called them they say they sent me an sms. But the sms was sent to a wrong number not the one I sent them. They have done this twice. When I ask who is doing the investigation they do not tell me. I talk to different people every time I contact them which makes it very difficult since I have to tell my story from the beginning. This is very frustrating. Absa has disappointed me, I have banked with them since I started working and I am now retired