MTN insure hell

It’s not often I go to such extents as to complain about the service I have received from a service provider. I always trust that the service will be carried out as it should in due time. However the service I have received from MTN insure for the past 2 months has been nothing short of appalling!!! I am so frustrated because after multiple queries I am still where I started!! I paid my device insurance a month in advance knowing that in January the chances of my personal account having enough funds to accommodate the debit order would be slim to none. I made the company aware in December of this so that the necessary arrangements can be put in place and I am being told that my insurance is CANCELLED BECAUSE I HAVE NOT PAID MY INSURANCE?! What the actual Flying ****?! Each time I call (which has been more than 10 times) I get the answer “we’ll escalate with finance team”… I could scream! Can someone please help me?!