No policy number no contact but account gets debit

I app**** for the oneplan policy on Monday 25th May, i had contacted the call center who advised that i would be debited for first payment on 01/07/2015 if I had app**** for the policy on that day. I then proceeded to apply online where a total of R150 for card fee was stipulated and a total of R589 for the Professional plan and received email notification stating that the policy would not be in effect till approved in writing and received no other communication. I was then debited today of two amounts R667.55 and R150 not knowing what the additional R78.55 was for. I contacted the call centre who advised that i was sent documents with my policy number to my email address on the 25th i advised that i have not received any documents. They have apparently resent and still nothing has been received. I also do not see anywhere on the site stating that a underwriting fee of R78.55 would be charged monthly to me due to me being a smoker. I also do not understand why i was told i would be debited in July and got debited today especially if i have no policy number or relevant documents. I would not have accepted this HIDDEN COST or chosen another plan had i been informed of this.