Unprofessional service

I called to ask why I had been debited twice at month-end. When calling in, I spoke to Radine Beukes who told me that I am being debited for a policy, and mentioned that its strange that I have not been sent the welcome package. She mentioned that I had been debited since September 2014. I had asked her to please confirm the package that I have taken, as I do not remember taking this. She then sent me a brochure of the policy, as well as a cancellation letter. I asked her to check the recording where I had agreed to take this extra policy, and she said that she would. A few days later, I sent a reminder email asking for the progress, no reply. I sent her another mail, still have not gotten a reply. I sent Zelda Ferreira an email asking for her assistance, but no reply. I called this morning (3 June 2015), and spoke to Radine, she cut the call while I was talking to her. I called back and spoke to Zelda Ferreira, and she said told me that her phone lines were down... I dont get the link between phone lines being down and sending confirmation that you received my email, especially since their colleague sent me a mail on 1 June. I need confirmation that I have taken this policy.