Old mutual is no longer legit

Old mutual is really a ****. I have more than 1 policy at Old mutual and I trusted them since day 1.That has changed, I was called by an agent from the Head office, informed me of policies that were about to lapse. That woman advised me to increase the premium to cover the arrears. I accepted the Debi check and deduction went off smoothly. Last month I decided to check my policies, to my surprise that woman has opened a new policy which I paid higher premiums and the cover is less than the one I had before.. I called Head office and the ***** case was opened. After that I couldn't log to my profile, the adress was changed, contact number changed and also my email address. I went to the branch and I verified using proof of residence and my bank statement plus identity. The agent has signed the policy as if I was physically with her, not even close to my signature. I am so devasted because they asked me to reinstate the origina l policy.. I deposited all the arrears, and when I do a follow-up they say it's lapsed.. Whose fault is that?? ,