Cancel policy impossible

I called Multichoice insurance to cancel 1 a policy covers on my decoder which is not active for years . Firstly no one could explain why I was debited for the decoders when I not using it for years,doing online streaming, Meaning i have been paying for two years for the decoder i was no longer using and they where able to says yes their system show only one ACTIVE decoder (I want my refund and backdated cancelation). Dont put computer generated , no real people dealing with this queries,thats why dstv loosing thousands of subscribers useless.