Horrible service and entitlement to debit account

I started requesting a funeral cover quote by requesting a callback. The consultant called me, would attain some of my details then get cut off. This happened over 5 calls and we were not getting anywhere. Eventually I got over the tedious process and the constant calling that would interfere with my work and I attempted to request quotes on line. I generated two quotes and was advised I would be called back to confirm details etc. Next thing my bank account is debited for both quoted amounts. I try calling old mutual and was on hold for 10 minutes no answer or indication when the call could be picked up. I prompted to leave a message, chose the option but continued to be placed on hold. Called several old mutua numbers with no success. I attempted to login to their portal, changed my supposed password, successfully logged in and was shown an active policy. Attempted to log a complaint and received an error - the system was unable to identify your policy. I've since reversed the debit order pending communication with Old mutual. You cannot just debit customers account with no policy in place and if it is in place I haven't received any confirmation of the policy in the form of policy docs. Please fix this mess immediately