Capitec funeral policy

I had two funeral policies with Capitec bank which I covered my children.on the 1st one that I have paid for 5 years my 2 children were covered for 25k each ,then I took the second one were I covered them for 50k each,so last month I went to the Branch in Makhado to check on my policies.a consultant told me my children are over insured and advised we cancel the policy that they are covered with 25k each and she did.so I then asked what's going to happen with the money I paid for 5 years wherein no one had called me to tell me my children were over insured and that the system allowed to add another policy with the same id Numbers Knowing they are over covered.she said I must lodge a complain via Capitec app call ,I did .so each time I call I am being told the case is being escalated or someone will call me back which they never do.i want all my premiums back from the policy I paid for 5 years