Sanlam reality query

I called Sanlam regarding a debit taken from my account since 2016-only to find out that I called them before to cancel ,and the policy was reinstated again, Since I have had feedback that is with management and no call can be traced for the sales call,. Why does management take so long to give feedback ,why was the policy Incepted ,I have funeral cover yes ,but no additional cover,---- With regards to my funeral plan which I have 10 years now with them ,I started at Telesure in 2008 ,a Representative came and filled some documents guaranteed me I will get cash back after 5 years ,I called in they send me a document showing which tick was made on that document saying I dont havea cash ,back. My question is ,How do you know what I ticked ,why was there no sales call to confirm my cover, after the proposal was done ,he could have told us one thing and Do another I am really not happy.