Educational plan

Hi im Monde Xaba I would like lodge a complaint against old mutual regarding my educational plan was made by my late grand mother who passed on March 2020. I first went to make a claim alone last year Dec were I was informed that I should come with the dependent (my aunt Nokuphila Khumalo). Since she was not available at that time I managed to return with her on the 6th August 2021 where she was told she was not needed since i was over the age of 18 and could make the claim by myself. I then proceeded with the claim where they asked for my ID to check for the policy existence and they found out that the policy was existing. I gave them all the documents they required to finalize the claim (my ID, ID and death certificate of my late grand mother, my bank statement). I received an sms confirmation with a reference number that the claim has been successfully processed. I then received an sms on the 11th of August 2021 saying i should send an estate letter and account of my late grandmother which I emailed to them. I then received another sms on the 18th of August 2021 saying I should send my aunt son's ID and proof of relationship to him. I Then decided to call their call centre (Old Mutual) because it confused me that why shuld I send such documents because the claim was mine not for my cousin. Today (13 Sep 2021) my aunt went to the Old Mutual branch at Southgate mall JHB were they informed her that my educational plan policy no longer existed. I would like to know how is this possible because when i claimed it on the 6th of August it existed but now it no longer exists? and if it was claimed or canceled when was this done and by who? Why did they accept and proceeded with my claim when the policy canceled at the first place? I need answers from old mutual.