Poor service by ackermans

I have a store account with ackermans and it's been 7 months now that I've been paying my account but i see no difference in my balance until i went through my statement and discovered that ackermans is billing me for a family protector plan that i know nothing about. I have requested them to forward to me a signed document / policy as proof that i took this plan but ackermans has decided to cancel this policy without my instruction and have decided not to refund me including interest changed on this per month.

I have contacted them more than 10 times requesting them to send me a policy with my signature on it, on all occasions I am promised to get the policy within minutes for the past two months. Their call centre is so unprofessional and customer service is poor