*******? *****? Explain

I've been a loyal premium paying client for overs 12 years now. Bidding farewell is closer than I had hoped. Guys, is multichoice under new management. After calling and emailing for the past months and getting mediocre responses what happened this time is really concerning, it's sad and by far *********. I canceled my dstv insurance after buying a house and got household insurance so it wouldn't make sense to have two insurances. Now after paying more than I should the past months, this month was slightly raised on the whatsapp I did the bill breakdown to check why. Guess what I was billed for- insurance which I canceled a long time ago. I angrily called and was told I accepted the insurance. I called the insurance department for 3 days in a row and I'm always caller number 70+ (no option for callback). I haven't paid my dstv and it's disconnected (fortunately they disconnected yesterday, in August they disconnected on the 1st exactly). I will open a case of theft if I pay my premium as I never agreed to that. Someone explain please