Csurance can't find me on their system but has been debiting my account for a phone i no longer have since 2014

Called the Csurance customer helpline to cancel my cover only to be told that they aren't able to find me on their system and I should screen shot the banking app page that shows they are debiting my account.(they've been debiting my account since 2014 and now they can't find me!)I provided the call centre agent with all my details including the account number and the ticket number required to access the email I had just sent but she still couldn't locate me. I spend well over 30 mins on a call with this human and obviously at my cost only to listen to her type out an email to escalate my issue as she can't cancel anything that she can't find.Then another lady from there emails and I explain everything all over again. she finds me and says I should call in again. I do so and I speak to Lionel who's still giving me a call back as promised to let me know if the cancellation went through or not. so fed up with cell c and csurance and whatever other c associated with your company!