********** contracts being activated

What kind of business are they running? I opened a policy in 2017 if I can remember and I did not pay for a period and the policy lapsed. I got debited on the July 2019 and 2 amount of R250 was debited I remember reversing the amount. I now called to enquire as my credit score has been impacted. The call centre advisor now informed me that I had opened a new policy. When and why and can I please get the signed documents as this is a *****. I want my bank charges back. As you are running some funny activities with our details. How can we trust insurance companies when we lapse the contracts then they automatically get renewed how?