Horrible service paying for non existing policy

I called two mountains today to update a policy and was told i have been contributing to.a non existing policy and need to open a new policy. This is very disturbing and would not wish for anyone to experience such. I asked to be transfered to a manager waited for 15 minutes i was told the manage is in a meeting. This is really poor service agents cant even answer questions instead they ask about deceased members in the policy to show they dont even update client information.