Metropolitan decided to cancel my 15 years investment by helping somebody post as me

I have a 15years investment which is supposed to mature in 2021, 2 years to go. On February this year while my Metropolitan agent called me to tell me to upgrade my funeral policies, I refused but offer to help him find customer. I was excited to remind him that I'm only left with 2years for my investment to mature. He suprised me by informing me that I've called my 15years investment in October 2018 via Fnb. I took 2 hours leave & went to Fnb asked the assistant to print my bank statement from june2018 until February 2019 & check if there's any stop orders done on my account. There were NO stop orders on my Fnb account On the same day I called Metropolitan offices & gave the call agent my i.d number & asked her to check my investment status, she informed me that it shows I've cancelled metropolitan from debiting. I asked her to check who assisted me to cancel my investment as Fnb said I've never done any stop order. She informed me the only way was for me to have come to Metropolitan's offices to fill in & sign the cancellation form, which I've never did. I referred the matter to Ombudsman long term investment since February 2018 & Amanda Vraaghom was representing Metropolitan. I've send my bank statement and circle it from August 2018 until February 2019 to find out why was I not informed in August 2018 that their debit order bounced. In September 2018 Metropolitan took their money & on October 2018 declared my investment as "cancelled" while my bank statement shows I had money all those months I asked Amanda Vraaghom what was the procedure for when Metropolitan wants to debit and debit declined, ask I was never informed that August2018 debit order declined. I also asked her why is their explanation unconsistent as the explanations of cancellation of my investment keeps on changing Ombudsman long term gave Amanda a chance to respond by no later than the 18/07/2019. I only got a respond from Vuyelwethu Skolo on the 19/07/2019 attaching a letter that was said to be send to me, which I never got. I'm told that I need to respond before the 2nd of August 2019. Amanda Vraaghom once send me an email saying their going to cancel all the outstanding money from October 2018 and I can start by debiting R741 to their standard bank account. She made me feel like she's doing me a favour by covering Metropolitan. Amanda Vraaghom & now Vuyelwethu Skolo is been taking me from pillar to post by her unconsistent explanation. My biggest concern is if somebody can post as me & go to Metropolitan offices & be helped to cancel my investment it means" protection of personal information" is not in practice as I've never lost my i.d Please help as I've been made a stupid fool by Metropolitan & I don't feel like Ombudsman long term investment is taking me seriously as they should have picked up that Metropolitan is running me in circles. Your help is highly appreciated.