Paying for somthing you do not know and no one can answer you!!!

I have been sending emails to ********** enquiring about some cover(s) that I have been paying for of which I had no knowledge of, these payments went through my monthly instalments and I did not notice them at all. It was only when my account was paid up to date when I started getting sms that my account is in arrears and I need to pay R35, only then did I take note, my first email to the TFG customer centre was on the 06/12/2017. I have been told that they refunded me the last payment I made ONLY of R35.50 on the 28th of December. When enquiring as to when did I start paying for this cover I was told 2012 (No month provided)... I continued to query as to why I am not being refunded all the funds from 2012 no one bothered to answer all I got was "KINDLY BE ADVISED THAT WE HAVE FORWARDED YOUR QUERY TO THE RELEVANT DEPARTMENT FOR INVESTIGATION." Can anyone provide me with the policy documents that I signed? Or call recording for the agreement? No one gets back to me with a proper explanation instead I just got an email delivery confirmation for the last email I sent saying MY EMAIL "WAS DELETED WITHOUT BEING READ ON MONDAY, FEBRUARY 5, 2018 9:03:52 PM (UTC+02:00) HARARE, PRETORIA." I sent this email on the 02/02/2018 Now I am beyond annoyed I want all my money refunded back to me if you cannot provide me with a clear explanation, call recordings or documents signed for this policy because I do not remeber ever taking this thing out, I dont know it!! Your customer service is beyond horrifying to have just deleted a client’s email without even reading it I wonder how many other people that have supported you have been ignored like this! It is shocking to say the least!!! Some one better get back to me ASAP before I escalate this matter even further. Below are all the reference numbers I was provided with: The reference number for this request is 12170F613. The reference number for this request is ********** 50. The reference number for this request is 12173C656. The reference number for this request is ********** 16. The reference number for this request is 011828DD0. The reference number for this request is 01183AA52.