FNB to much of a headache to deal with

Utterly disappointed, between your Social Network person, your Private Banker (who is NO help at all and takes days to respond) and the staff on your apps Secure Chat, not one single person can assist - all i have asked was for device insurance for a device i last had in 2016 to be cancelled. As per Khethani Mukoma from the secure chat the ref CAS- ********** -M2D8W5 device insurance has been cancelled (i have record of this) that was in March, but i still got debited for this device insurance even tho it was confirmed to have been cancelled. Then after many emails from my part to S.Twala , she cant seem to tell me anything but that she will look into it. yet i was just debited again for this charge after many requests to have this cancelled. i last used the device in 2016 & no longer have it!!!!! it is 2018 guys! come on! I want this to be cancelled ASAP & i want to be refunded as i have requested multiple times for this to be cancelled. very annoyed & disappointed in the service from FNB