Cancellation not requested

I cancelled my cellphone insurance in December 2015 and the cashier(Charl) told me he will fax my documents to cancel the insurance and it normally take 48h00. The reason also for my cancellation was that i lost my phone in last year a Blackberry 9320 which i paid R2499 I claimed from my insurance that i payed R53 a month and the floor assistant at Markhams Tygervalley told me that the Blackberry was discontinued and they can only offer a Samsung J1 that cost R1600 . I still payed my original price of R53 for this phone. I spoke to Tamlin on 26 February 2016 and she promised me she will phone me about the cancellation but still today nobody phoned. I gave her my fiance number to phone.