DSTV Insurance cancellation

I received a call from DSTV insurance in the middle of August 2023 telling me that DSTV is giving me a free insurance because I am a loyal customer for so long. Only to find out later, that I have to pay a premium every month for this insurance. I went to the DSTV offices in N1 city on the 9 September 2023 to cancel the insurance from my account. The consultant helped me so nicely I even received a cancellation letter from them via email. Than on the 1st of October I saw that the insurance premium was still on my account. I called DSTV call center on 3 October 2023 to cancel the insurance again and to get a refund for the money that was taken, The agent that helped me said that he will cancel the insurance and that I should send him the proof of payment so that they can refund my money. I sent him the proof of payment via email. I again received a letter of cancellation and a ref no. They than sent me a response to say that I wont be able to get a refund for the debt that was taken on the 1 October 2023.

Now I received my statement for the month and the insurance is on the account again. I called DSTV again today the 23 October 2023 and the agent that helped me told me that he wont be able to help me and that I need to call the insurance department in order to cancel the insurance. I told him that the other agents did not tell me that I need to call the insurance department, they cancelled it and even provided me with cancellation letters. So now I have been calling the number that the agent provided me with twice but it tells me that the service I am trying to reach is not available at the moment and the call ends. This is not right how can they take a persons money every month when I have cancelled the insurance.