Wrong charges.

I went to Edgars Festival Mall, requesting then to cancell my two cell phone insurance, the casier called the Head office for them to assist with the request, as soon as the consultant by the name Nomvuyo Radebe at the head office answers the call she request my details to validate me, she ask which cell phone insurance am i cancelling, i said for my both two cell phones, consultant said to me I have insured 3 cell phones, and I ask which one is the third one because I dont even have three cell phones and i never own three cell phones, she confirmed that the other one i have been having insurance on it since 2012 and i was charged for that, to my surprise this two cell phones that I have I only insured them this year, I request to speak to the supervisor, i was told that the supervisor by the name of Nthabiseng Moloya is busy she can not come and speak to me I must leave my details she will come back to me within 48 hours, from the 25 of june until today I have not receive any call from Nthabiseng as she promised, and i said i want the refund for all the money that they have been taking for the insurance that I dont know. And what the consultant said to me she said she will only cancell two and the third one that i dont know about she will escalate for investigation.