Very Bad Service

Good Day I have a funeral cover with Clientel for 7 years now and I never made any client. When the cover started I was told that after 5 year I will get the cash back and I can cover 13 people with the same premium. I requested for a cash back which I was suddenly told they can't give me. instate the keep on increasing the premiums. They debited 500.00 in October without telling me even on this Covid situation the country is facing. I send an email asking for people in my cover and they have not assisted me till now. I need to know why did they sell me a product without honoring the terms or the consultant was telling me lies just to get a sale. Call are not answered which makes me wonder what if there was a death in my family and I needed to make a claim because it has been 3 weeks now and they don't get back to me. Does this means the money I have been paying for the past 7 years has gone to waist?

Regards