Complaint against absa home loans

I took home insurance with absa in 2018 gave my details and told my policy document will be send to me on the same day which was the 1st of october 2018. The second day i called the person who was helping with the policy to tell him i havent received my policy documents then he tell me that he made a mix up with my names and i should go to an absa bank to rectify a mistake that he did. From October absa has been deducting money from my account till 2019 of january and i still dont have my policy documents. I called to cancel my policy due to their incompetence and to my suprise their systerm could not find me even when money was deducted every month and when they eventually found me they told me i cant cancell because i owe them the january debit order. They have been taking money from me without giving me my policy documents and i have never claimed and yet i owe them money.