Poor assistance from the store and underwriter consultants

Store name: exact kurumam mall Town : Kuruman Province : Northern cape Lodged complain 3 times. And even send email of my bank statement showing that my account was debited twice on june month . Nd the claim was declined on 20 june. Nd the tfg insurance is still debiting my account, even july month end. I have been in calls for hours for serveral times without clear assistance or being redirected to b help after 24hrs or 48hrs.