my premuim gets debited without having a policy

i am utterly shocked at a sms i received from Thembi at old mutual she came to see me in December to take out a 2 in 1 policy she completed my application with me even gave me a copy of my contract scanned my ID took my debit order details and they even debited me my first premium .....then the sms comes saying we do not have all of the info to complete your application even though you have a policy number you do not have a policy and cannot claim for any benefit i need to call them to reapply....THIS IS AGAINST THE FAIS ACT i will contact the ombudsman.