Devious Policies

I took out a life policy for my mom in 2018 based on the fact that it had a cashback option and never recieved any documents as even though I was the person who took out the policy ,I could not discuss the policy nor make amendments . Five years later I wanted to get my cash back and only then advised I never opted in ,I raised a complaint against Simply and requested the calls( as I was offered a policy for myself which was not the intention and cancelled later )and only when I raised a complaint with the ombudsman did they send the call which I couldn't view as it was password protected. My rights as a consumer had been infringed and not even the ombudsman could uphold it . Years ago Old mutual fobbed off my mom with a policy for my brother and they are still as devious as ever