********** cellphone insurance being charged on store card for 12 months

My Blackberry Z10 was ****** in 2016. I reported it ******, put through Edgars Greenstone for processing and received a Samsung Galaxy J5 in I think December 2016, if not late November 2016. I added insurance onto this new phone and checked with the store staff that the old insurance would be cancelled which they assured me of. I had paid the excess fee which was either R500 or R1000. Upon calling 06.12.17 to enquire on my statement I discovered the 12 month ********** charge on my account for the Blackberry Z10. I requested for this to be cancelled and for the backdating of the account with this charge. I was referred to another contact center for cellphone insurance. Upon calling, Riley (I think his name is) he advised that he cannot apply the reversal. I asked to speak to the team leader and he said she was not available. Upon asking for the team leader email address and her manager's details, suddenly she was available to take my call. The reference for the call is Susan 09E 06.12.17. My frustration is that I am inconvenienced to go to the store and rectify the ********** charges on my account before Edcon Fin can assist with the reversal of this ********** charge. I find this absolutely absurd and not customer friendly at all. Upon listening to the call, you will hear that at first the replacement phone was not found, but then it is found on the system. The entire process seems dodge and I would appreciate a response and closure of this issue without me being inconvenienced. As mentioned, all paperwork should be at Edgars Greenstone.