Very poor service

I signed up for a funeral policy for myself and both parents. A friendly lady assisted me and promised we would be covered for accidental death or covid immediately after the first debit order has been received. My father passed away, and I wanted to remove him from the policy. I have been trying endlessly since 28 August 2020 to do this. I was first placed on hold for what felt like an eternity and then put through from one person to the next. Tuesday I got hold of someone willing to assist but the system was down, yesterday a gentleman helped me and adviced me of the what's app number to communicate with and where to send an email. He was very surprised to hear that I still have not received any documentation from Old Mutual and hence don't even know what my policy number is. Yesterday my debit order went off and I paid for my father again.... I am at my wits end spending hours trying to resolve this, but nothing gets done. If I struggle like this, how am I going to struggle the day there is an actual claim? I reversed the debit order and at this stage feel the policy can be canceled. Yesterday I was also told that the policy is active from 1 September, but my first debit order went off on 9 August? I am really disgusted that one has to struggle to get an already unpleasant issue resolved. My email and what's app is unanswered, so much for quick responses.