What a disappointing first time experience with Old Mutual

What a disappointing first time experience with Old Mutual. I’ve had a funeral policy with them since 2020 and upon my first claim I am told that my policy is off the books yet they have been debiting my account. Imagine grieving and fighting at the same time. No sense of sympathy, accountability or any professionalism. I want all my premiums back or else I’m am taking this matter further to the ombudsman. I’ve heard horrible stories but still gave benefit of the doubt. I regret it!!!!