Customer Service is very poor

I opened up a life cover for my aunt sometime in April- May and requested that the 1st debit order to go off in June, on the 19th of June i emailed old mutual to ask them to please move the debit order to August i received a response where they were asking for a policy number, i said in my email i never received the policy number as it a Life Cover they would've sent it to my aunt i honestly dont know as she doesnt even has access to email and im the person who opened it and im paying for it. i responded back with her id numbers and full names and i never got a response back, this morning the debit order went off from my account, called Old mutual and they transferring me to group schemes and i've been holding. I need this money to be refunded back into my account.