Questionable financial practices

My ex-wife and I invested in a study policy for our eldest son in 2002. We did so with a company called Channel Life. Our son matriculated in 2019, and till then the policy increased every year, and the instalments were paid every month. According to us everything was in tack and we had a nice savings fallback for his studies in 2020. On 16 May 2019 she received a mail from Channel Life for the first time in 17 years, informing her that her policy has matured. Still everything seemed fine, as our son was now in his matric year. The current premium was at about R450 per month by this time. When she however claimed the policy, an amount of only R16K was paid out. I immediately queried this, as the premiums alone far exceeded this amount. And then the trouble started. Now suddenly they claimed we had 3, and not one policy. Even though we have only one policy contract and literally no mail communication for the past 17 years! They are unable to provide any correspondence in this matter, and claim it was a telephonic sale, yet they cannot provide any substantiating prove. After giving them a week to search for the prove of the extra policies they claim to have sold us, the supervisor, one Tanya Yildirim, had the audacity to tell me that we have been paying these policies for 17 years, and only now do we query it. For the past 17 years one premium was deducted monthly, no written communication has ever been received from Channel Life (the e-mail remained the same over all these years), yet she wanted us to query something we were unaware of until they had to make payment!