I want all my premiums back into my Account

I'm writing to you with a heavy heart, I have a mobile policy/cover with Mr Price that I took in May 2021 after I purchased Samsung A12 at their store. They called me and sold me the policy/cover over the phone and I took it, but I have never received any documentation of that policy I took over the phone. It was never a big deal until I lost my phone in May 12 2023, I went to the store at Vall Mall to report it and the lady who is working with phones there said that I must go to my emails and look for the cover policy so that I can claim, it all made perfect sense since I know that I must also have a copy of that cover they sold to me telephonically. I got home and looked for the cover policy but the was nothing. I kinder gave up on it since I did not know how to claim/report the lost phone. Then later as I was shopping for a new phone, I met this guy at Mr Price Thabong Mall who is working with phone, I told him my story and he gave me a card to call for claims, I followed everything that he said I must do. Made certified copies, made a statement about a lost cell phone and called the number that appears on that card, that was on the 22nd 0of November 2023, the consultant (Ibrahim Mbalane) said that I must email everything on monitorsa email address together with the claim form he sent me , of which I did and got an automated email response. I waited for Abrahim Mbalane's call but nothing, I called on the 11th of December 2023 he said he did not receive the documents and he provided me with his email address this time, I forwarded the documents to him and waited for his call but nothing happened. I decided to call on the 12th December 2023 and he was not there so I was now been assisted by Christopher Ngiba, I had to explain and forward the documents to him now. Fine I did all that, after 2 hours I called to hear from him what is going on with my case, that's were he told me my claim is very late as it has passed 30 days of their claim period, I asked, how was I to know that information because I went to the store and they told me to look for the policy cover on my emails and the is nothing like that, then he said to me I must go to that Mr Price and request a proof that I was at their store in May 2023 and they did not help. I went to the store on the 2nd of January 2024 and told them what Christopher has requested and they called their head office to find out what exactly are they saying, then the lady assisting me from Mr Price at Vaal Mall was transferred to monitosa's consultants and she was told that they won't be able to help me since I reported the matter outside 30 days claim period, she said to the guy the customer came and was told to check her emails then how is that her problem that you guys did not give her a copy of her policy cover, then the guy requested to speak with me, he said the company won't be able to help you because you claimed late and I explained why and he said the is nothing he can do about it, so I said to him ' I'm no longer in need of a new phone all I want is all my premiums back, he said he is not sure if that will happen then the lady took the phone from me because now we were having an argument with the guy from monitorsa, the lady tried to reason with the guy until the guy says to her they will send me a form to fill and explained why must I be refunded. Later that day as I waited for the refund form, I received a letter from Lindo Ncgobo and it was dated 12 December 2023 on the 2nd of January 2024, the letter was a DECLINATION LETTER and not a REFUND Form. My question to them is why did they send me to the knowing for a fact that the policy was canceled? So everything happened on the 2nd of January 2024 and on the 4th of January 2024 the cover that they claimed to have canceled on the 12th of December took money on my account, now it's February and they took the money again. What are they hiding, why didn't I get the copy of their policy cover so that I can know and understand their terms and conditions, a cover without a policy number? I have also wrote to Ombudsman on the 08 February still waiting for their response.