DSTV Insurance

I activated the new decoder on our account and was asked if i wanted insurance, i said no if i want it i will call back. Last months debit order then went off and insurance was added. I then called and enquired about the higher amount that was taken from my bank acc. I spoke to Kevin van Wyk, he advised i can not cancel the insurance and they need to speak to the acc holder, i asked if he could call him as when we called again we would have to explain ourselves again he said he cant call my hubby. I then requested the recording and he said it will take 24-48hours and he will call me back. Its now many days later, with no phone call from Kevin. i called (at 8am) this morning and asked for Kevin and was advised they cant transfer me to him but have escalated it to him and his manager and he will call me within 10mins. Its now yet again many hours later with no phone call. Is this how dstv handles *********** staff???? I want to hear the recording and i want the insurance part of the money credited on my account and have the insurance cancelled