Old mutual no communication or repsonse

On 16 September we reported 2 funeral policies that was deducted from my bank account that is not for someone we know. They stopped the debit order after reporting it from going off but, from then no response at all from old mutual. Tried many times to phone and communicate with old mutual regarding this issue and still no response or communication from their side to do the refunds back to me. Reference number given CEB***

Please can someone help me regarding this urgent matter.