Very unhappy clientele customer

I am very unhappy with clientele it is not even funny

I took out a 10 year policy in 2005 with them, when I call them within the 10 years all of the sudden it was a 15 year policy without my knowledge or any documentation, so I then left it. When I called again beginning of this year 2020 they told me again it is a 180 month policy and it will be around June/ July then end of that - but the money ill get is less all of the sudden than in the 10 year when I called. So again I called in this month (June 2020) cause the time should be the end of the 15 year or 180 months, now all of the sudden it is a 20 year policy, again without my knowledge or any documentation and guess what the money I can cash out is again less than after 10 years or after 15 years - so I'm am really fed up with this policy - and another thing if I what MY money I have to pay sort of a penalty , for WHAT?? I've put a lot of money already in there.. AND IT IS SOOOO DIFFICUILT JUST TO GET THE POLICY CANCELLED - apparently I need to wait 10 working day to call back again, I bet after the 10 working days I will get another excuse?

I am really not happy with clientele at all