Pathetic and unprofessional customer service

At July 2021 i found out that someone opened an old mutual funeral policy without my knowledge hence they were deducting my money straight from my persal..i called old mutual to request it to be called, they told me to send and email which i did and submitted the documents..till today (13/09/2021) the policy is still active .. i tried to call to ask about the progress of the cancellation since i was not updated with the anything only to find out that it was still active..they gave me the number *** and said its for Nosipho they investigating officer i must call her to get more clarity, when i call this number there is no one answering..i really needed assistance as this is frustrating..the sad part is that i never app**** for the insurance at the first place now i have to go up and down..use my airtime and data to ask them to cancel something that i did not apply for.