Vodacom Insurance administered by Finrite

On 28 July 2021. I learnt that the insurance on one of my devices was cancelled for 2 years (since June 2019) without my knowledge. And also, on another device I was billed twice (different amounts) for the insurance from June 2019. I called Vodacom insurance, I was promised that the cancelled insurance would be re-instated and that I will be credited for the other device where I was billed two different amounts. The cancelled insurance was re-instated only to be cancelled again a month later. I had to call again for insurance to be re-insatated. To date I have been making follow ups on the credit due without any feedback. Is either I am promised that they will get back to me, or I hold on a phone for 10 to 15 minutes and the cut off or someone hang up without any feedback. I have called twice in the past two weeks, there is no feedback and the customer service agents are not allowed to put me through their supervisors or the person who deal directly with credits. It is almost three months since I logged a call, there is no feedback, no way forward and not even the acknowledgement of my logged request or reference number. Every time I call, I have to explain the story like I did on 28 July 2021. Some agents have requested me to send them e-mails and follow up directly with them. But also is not helping since they don’t respond to the follow-up emails. I don’t know where, how and whom I should escalate.