Paying for another customer - Not getting my refund - Bad Service

I was under the impression that I had a platinum life policy as I have been paying for the policy monthly. On 28 August I sent an email to Platinum Life to obtain my policy schedule as my broker was unable to obtain anything. 29 August they responded saying I had no active policy. 3 September, I responded with the date and amount that is deducted from my account every month for the policy I hold with them. 4 September they responded telling me it belongs to another customer, same day I responded saying that i do not know this customer. 5 September, I had to send a letter of proof of account and statement which I did.

We are now on 12 October, I have not received any feedback and when I call or email to ask for feedback they say that they will pay the money back and that it is with Senior management. I also don't have any feedback as to how my own policy was cancelled and how I started to pay for another customers policy. I am raising the complaint here as I am not getting any responses and will take further actions should this not be resolved