Old Mutual Funeral

I took out a funeral policy but the person on my cover passed away suddenly within the cooling off period. I notified Old Mutual via phone and email but they still debited my account. I asked for my premium to be refunded but I receive an SMS saying I don't have a claim. Old Mutuals funeral Policy documents states that premiums will be refunded within the waiting period or if you cancel within cooling off period your money will be refunded. You can't get through on their lines if you eventually get through they cut the call or transfer you to the wrong department only to get told you need to call another number then they supply a number that is not working. Old Mutuals agents will call you several times a day to get you to take a policy but when you cancel you can't get hold of them. Very disappointed in my experience.