bad service

Monday old mutual debited my bank acc incorrectly, someone had taken up a policy using my banking details. i am an excising client with old mutual so i fail to understand how they managed to run a debit on my acc when old mutual has my details on file and should know that this acc belongs to me and not the other party. i have called old mutual many times and held on for hours at a time transferring me from pillar to post and no one is able to assist me. i am being treated now as if this is my fault, having to supply documents and being given the run around. this should have not happened in the first place as old mutual has my details on record yet another party was not only allowed to do an application with my details but was successful in doing so! i have been promised feedback and follow ups but .. NOTHING! to think that i am one of their clients for many years but this says to me that means nothing, i have not received 1 call from old mutual since the incident, not email, not sms, no contact whatsoever! surely this would not be the case had i missed a payment then they would have called me in a heartbeat. this type of service for such a reputable company is disgusting.