Bad service

The worst ever. I've been a client for almost 2 years now. No hassles, I guess because I didn't need anything. I never phone the call centre, I don't send emails..etc. I upgraded my cellphone last Friday and on Friday night i received messages telling me that I have cancelled my Insurance on the old phone. MY GOD! Why would i do that when the old contract hasn't even expired yet. When i took the first phone, I was told they don't do the insurance i must call Csurance myself, I took the insurance almost 3 months after I had the phone. Now they tell me the insurance goes with the phone??? They have put the new phone on the Insurance but I don't even know what the premium is, no insurance documents were sent to me. As for the call centre agents, they don't even give you a chance to speak, I was transferred to 5 different people and the last person I spoke to (Joseph) who said the manager Catherine will call me back. She hasn't. Every time I call, nobody knows what my query is, and I'm given different answers. When I called i got through to Sakhile the guy that did my upgrade, when i said i wanted him to clarify this to me, he told me he's working at switchboard today and not in the call centre. WOW! so retentions agents at Cell c work at switchboard too????