No policy received, yet premiums have been deducted

On 02/09/2021, I app**** for a new policy 69393D***. On the 8th of November, I requested my policy documents.....still waiting! I requested it again on the 3rd of December.....still waiting!! I have since requested it again....

What is the reason as to why I cannot get hold of this policy? Yet, the premium has been going off my account.