Bad service and unprofessional consultants

I just spoke to a customer service consultant now at 15:50 to inquire about a Funeral plan that I opened over the phone with a sales consultant by the name of Ntokozo. The customer services consultant just told me there is no Funeral plan under my name and I asked to speak to her manager and she cut the call while I was waiting to be transferred to the manager. I am not happy about this, this is terrible service and very unprofessional. I don't understand how there is a delay to to create a new policy whereas I have already cancelled by Avbob Funeral plan because I was told I will be switching? The reason I made the call today is because I have not received an sms confirming that I have a policy with FNB and no policy documents have been received also. what kind of business is that? on the 25 November you will be debiting my account for a policy that has not been created? I need a manager to contact me as soon as possible, I am very dissapointed with the level of service its pathetic.