Insurance deductions for cancelled decoder

In January 2023 I was contacted by a Multichoice consultant offering a locked in package deal that included the Explora Ultra for 24 month contract. At the time I had the old Explora decoder with the small HD decoder as a secondary view. Both decoders were insured. I signed up for thr package and had the Explora Ultra installed which included insurance. This meant that I removed the small HD decoder remove from my package. My 24 month contract started in February 2023 which was the Explora Ultra as the primary, and the old Explora as the secondary decoder. Upon installation both decoders were set up on my profile package with insurance, and the HD decoder was removed. At no stage did the consultant advise about the insurance that needed to cancelled. I was under the impression that the insurance for HD decoder would automatically be cancelled upon termination of service and removal from my package. On the 5 March 2025 I was contacted by another consultant that Multichoice are updating their insurance coverage and would like to upgrade my insurance to a R129 that had more comprehensive cover. She then noticed that my insurance for the HD decoder was still active. She then cancelled the insurance. When I asked about the premiums paid since 2023, she suggested I contacted the Call Centre to enquired. I then contatced the Call Centre and was assisted by a very impatient and uncooperative agent. She explained that the insurance is not linked to the decoder service and that I should have cancelled the insurance separately. I refused to accept her explanation and demanded to speak to the Call Centre Manager, Sipho. She advised that I would ve called on the same day. This has not happened, and clearly this Manager does not view a complaint as worthy of his time. I am demanding a reversal of all insurance premiums to be credited to my account. This is daylight ******* as DSTV Multichoice clearly removes all accountability from themselves by leaving the onus on the customer without informing the customer of the process and procedure. Surely insurance on decoders should be linked to the service operation. If the decoder is not in service the insurance should be deactivated. This is not a difficult task. I am sure that Multichoice has the technology and sophistication to put such a system in place. It seems their systems are more aimed at optimal collections of subscriptions and invalid insurance premiums, but lacks efficiency in linking decoders and insurance premiums. Please return these ******* deductions to me.