*****ing my money's

Old mutual has been debuting my account without my consent for months and when I called the first time to find out why , I was told to go to a police station to logge a complaint then sign and send it to them, because I did not do that the debiting of my account continued for months , I again called to find out about this matter and eventually a consultant helped me to find out that this policy belongs to another gentleman but my account was being debited . Two weeks down the line I call to find out what has transpired I'm told it will take months for me to be given back the money that they took from my account without my knowledge, what is this called ??