Poor service and communication

I am struggling to cancel my Telkom device insurance with this company. I have sent first email on the 01.02.24 i haven't received a confirmation that they have cancel my insurance, the next thing i get an invoice from Telkom that includes the device insurance amount. I have tried to call spoke to one of your consultants she told me i will be called back, logged a complain on the website no one has contacted me till this day