Debt order without the initial documents send

I'm so disappointed and disgusted by the service I got from Old Mutual. I entered into an agreement over the phone with a consultant called Abongile Peter from CPT. She promised me that my documentation will be send to me within 48 hrs both in emails and post box, nothing was send until today. All of a sudden a debit order was made without me signing any documentation, I mean how on earth would I claim if something happens without some sort of claim number or anything? Yes I did agree for debit order but for them to just take my money without any given documents was just absurd. I then decided to go and reverse my money and cancel the whole thing with Old Mutual un Ghandi Square, but the receptionist at the door who was on duty on the 2/04/15 @15:30 pm told me the person who was suppose to help me went to lunch and they can't help but I should go to another branch, I mean what the HELL? They had so many consultants on duty but only one who was on lunch was able to cancel,meaning all of them they didn't. Why the hell have one person to do the job while you have so many of the employees/consultants? 1 person for CBD joburg? No man. Nxa