Pathetic service!!!

Good day

I would like to formally complain about a gentlemen called Pule from Standardbank in Thabong Mall ( Vaal ) firstly i went to open an account for my son , he then introduced this funeral product that i was interested in , captured my details and opened that policy , the debit order has been going off my account for the last months , i havent received the policy document , he assured that i will receive the policy documents for that policy 2 monrgs ago , till to date nothing has transpired .

money is being debited from my account i don't even have the policy number nothing of that sort .

I need my policy document to be sent to me asap as this is really a pathetic service I have ever received from standardbank , and the frustrating part i cant even get hold of him on the phone