Telkom / finite won't cancel insurance

I just received an SMS from Telkom notifying me about the December debit order dates and the amount which includes money from insurance. For the third month after I canceled they will still take it. I received a call on the 20th Dec from Natasha who is a complaints administrator who indicated that the insurance was canceled from their side and that Telkom needs to do the cancelation and remove the amount from my bill. After the SMS I called Natasha (Finrite) and was told her phone keeps ringing but no answer I then called Telkom again and Neo the agent I spoke to told me there's nothing they can do as Telkom whereas the call I made to Telkom on the 19th Dec the lady I spoke to told me she will escalate the matter, today when speaking to Neo he says there is nothing that shows I called on their system or any escalations made on my behalf to sort this matter. But he still stands his ground into saying Telkom never mind they are my service provider will not do anything. Which is which???? What's with the finger pointing??? Pathetic service