Premiums deducted from incorrect customer

Clientele deduct premiums for a policy from my husbands bank account over the period form May 2018 to November 2023. The policy was taken out in someone else's name unknown to us, as well as the beneficiaries on the policy. We called Clientele on the 6th of December. They advised us that a ***** case will be opened, but we also will need a case number from SAPS. We opened a ***** case and all the documentation were sent through. Since then we have not received any feedback. Every time we called we can't speak to the person that is working with this case and were told that they will send her an email. Each time we call, we need to explain the whole story to the person answering the call as it is a Call Centre. The next step will be the Ombudman, as it seems that Clientele does not want to assist us or does not provide any feedback.