edgars charge premiums for reported lost phone

the cellphone that I bought for my wife was ******, I made claim on march. claim was cancelled cause cell c fail to block EMI number that I reported several times, the isurence I did not want to take I was forced by the lady at the counter saying she is not allowed to release a phone without insurence, so the problem is they still charge insurence premeum for lost phone every month but fail to replase it