Manipulation and dishonesty

Five to six emails directed to the company from May this year till recently last month without a response, a store of such a reputation,I was actually activating them to my query picked up with their cellphone insurance last year September upon registering a new cellphone, their cellphone insurance agent at that point in time alerted me of two insurance premiums I'm paying of which were of no value to me and I requested cancellation on the spot. I assumed that it was done hence it was in the hands of someone I view competent and reliable enough to do so.These two premiums continued operating behind my back until upon enquiries on a non moving account this year in April, letters of demand where at play now,the amount in question turn out that I was still billed on 2 cellphones I commissioned for cancellation, subsequently I reviewed the recent taken insurance policy also for cancellation, on 5th August I once again made a call upon which they said the matter is receiving attention up today,l view this matter in a serious light because it escalated my account *******ly so lack of feedback is in my opinion a refusal to accept responsibility.What is the account account department's role in this issue, surely they have the answer