Clientel life frustrations

I am so disappointed on how my complaint is bejng handled... when it comes to debiting money clientel is so quick to do that even before your due date. Someone from their offices opened another policy using my details and money was debited without me approvong anything with them. My knowlege was that i only have funeral pplicy but to my suprise i also have a life policy which i dont wvwn remeber requesting or authorising. I called them and reqiested cancellation of that 2nd policy and was tild ill b rwfunded in 45 days and i said no, i jeed my money noe, the consultant i spoke to advised that will escalte the matter and i sill receice a call from complaints department, they never called me but rather sent a madsage that i should call a guy by the name of Skhumbuzo mbhele, i did that for the past 4 weeks with no anseer from his side, wrote numerous e.mails to both skhumbuzo and the service centre but till to date nothing. I am disgusted on how my complaint is being handled and bring a lot of doubt with my partnership with them coz now i feel as though should anything happen they will take time to process claims or therell be runarounds unnecessary runarounds. I dont know what to do at this ppint coz the money that they toom from my account is a lot and i never autjorised a debit check for the 2nd policy