I am told I do not have an active policy with Old Mutual, Inhave beennpaying premiums since 2022! I have been trying to access my policy for weeks

I am told I do not have an active policy with Old Mutual, Inhave beennpaying premiums since 2022! I have been trying to access my policy for weeks. I was able to get hold of one of their agents telephonically, he said there is an active cover, even though I am not able to access it on the app. I've been communicating with their agents via email, they are not assisting me at all! The service is slow and communication with them yield no solution! Recently they have emailed me a document showing that there is a transaction on my policy, the same policy they claim is inactive. What I needed from them was to reinstate my policy, allow me to do medical tests and change the status of my policy from an accidental cover of which was not the invalid agreement!