No Such Policy - and No feedback - but paying for YEARS

I have been paying for a policy for years now...went online to try and find information about the policy schedule. The site said there is no such policy. About a week later, someone from the technical team advised that I had alerted them about a bug, and they were rectifying it...however, I have still not had any feedback about the fact that I need details about the policy.

I asked her to get someone to call / email me the details of the policy, and am still waiting...

Should I cancel the policy / block the debit order before someone will contact me?