Ackermans policies are terrible

I am disappointed in the service i got from Ackermans in Paarl. My husband lost his phone which I was paying insurance on. Once handing in the necessary paperwork they said that they cannot give it because there was not enough credit on my account and they could not deduct for the policy (they said they use the credit for)and they could not give a new phone. I always pay extra taking it into account that they will take that extra for the insurance. I decided to cancel the insurance and a funeral policy that i had with Ackermans as I requested statements more than once and received nothing. I called on numerous occasions and still no positive feedback. I continue paying monthly but my balance does not decrease. And every time I pay the credit and balance does not add up it is almost as of I am not paying. I am totally dissatisfied as firstly what was I paying insurance for?Secondly I have not bought anything for months and canceled both insurance and funeral policy and even though i pay every month it is not making a difference to my balance. Very upset and will not recommend anyone to take an insurance or funeral policy with Ackermans.