bad customer service by Old Mutual

Some years ago I took out a funeral policy product with Old Mutual. They have been deducting for more than 10 years now ( Policy ***). However, I lost the policy document and when I contacted the company none could help me. You are made to wait for such a long time in their lines. The WhatsApp portal Old Mutual is running says I have no policy and yet every month a debit order is honoured. I am really unhappy about the bad service I am receiving.