CONFUSION AT DSTV ON CANCELLATION

Hi There, my dad called Multichoice on 23.05.21 to cancel DSTV subscription and insurance, the consultants name was Mogi. She confirmed the cancellation of the subscription and advised she sent an escalation on her end to cancel the insurance. My father received a message on 04.06.2021 to pay the insurance amount for R 20.00. He called Multichoice today 04.06.2021 and was prompted to dial 4 for insurance which he did. He spoke to the consultant Nombulelo who advised she could not help him and then put him though to Jackson who advised he could see the cancellation and escalation on the systems and further advised my father to contact the insurance department to cancel the insurance. There does not seem to be a standard cancellation process at DSTV. On one hand a consultant is advising that an escalation was done on DSTVs side to cancel the insurance and on the other hand a different consultant is advising that we need to call the insurance department to cancel. Further more, it is unclear who is actually in your insurance department as the prompt for insurance takes us through to customer care. When the original contract was taken, the insurance and contract was done at one go. Why is this not the case for cancellation? We end up spending more money calling in so many times than the actual value of the insurance!