Bad service

Tried to get policy document for deduction of my account for about 30 years. At a branch I had to stand with their phone for 30min, with no reply. Phoned another day also 20min unsuccessful. Phoned today, they say I can stop paying for the policy but they refuse to supply me with any info on the policy, because it's a funeral policy for my son. I asked to speak to a manager, they let me wait for ages, (all my air time) came back saying no manager is available. Then they asked for my sons fone no but cut me off before I could give them the full number.