Bad billing and insurance problems

I have been with Glocell for many years, I recently did an upgrade for one of my three contracts with the company. The upgrade was done over the phone, and when asked if I wanted insurance I said yes. My phone got ****** on the 2nd October and when I wanted to claim I was told my insurance was not active. On top of all this, my payments I have made to my account was never allocated and I still proceed to get bills every months with the R6.5k I have made as payment. My payments have still not been allocated to my bill since June. What is going on there at Glocell?