NO TCF

I purchased a funeral policy at Ned bank, but did not have my brothers details, I forwarded the details on an email that was sent to me, the consultant forwarded the details. for me to be assisted. but nothing like that has ever happened! to day i'm calling their client services one of their consultants is telling me that clients DO NOT GIVE ORDERS!!! what the hell is that? there is no TCF here its only conflict of interest!!! that wont help me at all, I just want all my premiums back and go somewhere.