policy claim

I had a bad experience with old mutual,I took an education policy for my child in 2012 I stopped paying it in 2015,i took the other one in 2019 i paid only 3 months,because of covid I stopped paying ,when I claimed the money that I paid old mutual took more than half of the money I paid.firstly their agents don't mention anything to clients, secondly the first one they said they took administration fees,which is 16.8% but they took half of the money I paid,I tried sending emails they are not getting back to me I called I spoke to one person who told me to hold as she is doing calculations i was on the phone for 20 minutes holding for her until i hang up,she never called me back,she took all my details she did not get back to me, when I ask around the people told me old mutual does that why are they *****ing people's mon6and why are they not letting people know that if you stop paying we are going to take half of the money you paid they are *****ing from the poor.Their agent told me I can claim all the money that j have paid when I did it was a different story,please assist.