Dishonesty from Fonechoice

I had a contract with Fonechoice for an acer laptop. I then decided to settle my balance and continue with insurance. They continued debiting insurance amount as per agreement. In July the laptop was ****** while I was in Lydenburg. I then went to police station to report the incident and open a case and got case number. I called Fonecoice and the lady assured me that the claim will be put though however I need to send an affidavit. I told her but you have the case number, all the documents are in my file and I'm not in the area where the case was opened. She insisted I send through the affidavit and gave me email address to send it to.

I went back to Lydenburg on the 24th of August, I went to police station to get the affidavit. On the 25th I scanned it and forwarded it to fonechoice.

They called me on the 26th of August and told me that my claim has been approved and the laptop will be replaced. They even requested my delivery address and I gave them. The lady then said my excess will be same amount as monthly installment. I told her I have settled the account and I am only paying for insurance. She said no problem she will keep me updated.

On the 27th a different lady calls me to say my claim has been rejected because the contract has come to an end on the 25th of August which is the same day I sent the affidavit. I told her about the call I made after the incident, she said the only record they have is of the email.

I find it strange that the claim was approved, then the next day declined. Suddenly my contract has ended yet they debited me on the same day (25th August). I really need help with this.