Insurance Discrepancy

I am writing to lodge a formal complaint regarding insurance premiums being deducted from our account linked to our home loan. Monthly premiums have been deducted from our account for what we understood to be insurance cover linked to the home loan. However, we have experienced the following: 1. In August 2025, my mom was retrenched, and we were informed that she is not covered for retrenchment. 2. In April 24/25 2026, we experienced a house break-in in the early hours of the morning 02:30. The policy documentation indicates cover for theft, yet when we contacted your offices, we were again informed that there is no cover. We have now been told that there is no policy in place at all, despite ongoing monthly deductions from our account. This situation is unacceptable. We request the following as a matter of urgency. Written confirmation of whether any insurance policy exists or not and a full explanation as to why premiums have been deducted if no valid policy exists.