No Payment Holliday at Old Mutual

I went to Protea Glen branch for termination, and the gentleman who did well assisting convinced me to be on a payment holiday while rethinking my decision. I was then put on a payment holiday in April, and since then my account has been debited each month. I went back to the branch, and I was told they xannot assist, and was provided with an email address written on a piece of paper. Each time after a debit, I have to send an email and get incomplete responses from the OM and works later a refund. Not even a single person has bothered to explain why this happens, acknowledge it, apologise, and prevent it from happening. I realized that even if I stayed with OM, one will encounter problems should the time to claim come and went to the branch to cancel my policy. I am yet waiting for a 2 months refund from them. PAYMENT HOLIDAY AT OM doesn't really exist, it should not be a selling point honestly.