Cell phone insurance

My provider for my cell phone is Vodacom, and to insure your phone you have to go to Finrite, We always been insured for our phone, My late husband and myself, he passed away last year, his account has been frozen pending finalization. I need my phone insured, so I asked Finrite to change the bank account to mine, I was send the necessary documents, nothing happened. I eventually phoned again and a Leesum Phillips rep****, he said no problems, resend the forms to me but I had to make a payment of R 85.00 to cover March, which I did, I contacted him, he said I will escalate everything for you. Then silence, heard nothing, this has been dragging since the 17 of March. I get totally ignore, do they make it a business of asking people for a certain amount of money and never come back to you ? can you help me please. The ref number I have with them is : VCPOL***5. Viviane Moon