Unexplained charge on Investment policy

I have been calling old mutual for weeks trying to find out why I was charged a certain amount and for weeks I have been given the run around, it may be a small amount for you but for me it is a substantial amount of money and I would like an explanation of this shortfall, or for it to be returned to my investment PLEASE!!! it seems no one cares, I have called several times and I'm transferred from 1 person to the next, however no one is able to give me a clear answer. the complaints department didn't even bother to reply to my email, their turn around time is 24 hours, it has been 4 working days and I have heard nothing from them. Only Zukisa has been helpful, but it seems in this case his hands too are tied! I need this sorted out urgently PLEASE!