Account blocked due to the *** insurance

This *** insurance you added on my mom’s account has blocked it due to that is in arrears and I have sent multiple emails and only got one reply and my Mom’s dish is still in arrears and you guys told me the insurance is been cancelled but the account is still in arrears and still not working please stop ****ming people with this *** insurance you give to old people who don’t even understand how’s the insurance working