MTN insurance / Guardrisk ,we'll take your money but will "escalate " your refund in the hope you die of old age first!

My MTN contract had just expired a few months ago and I decided to not take up a new contract and phone and just pay for a monthly call/data subscription after checking what the cost would be. After two months I found out that the was a shortfall..I owed additional money. Enquiring with MTN customer services I was informed that there was an insurance premium being added to my mtn account and I should phone MTN insurance A.K.A Guardrisk insurance ,which I did and here's where the fun and games started. I gave them my ID number and they couldn't find any policy under my ID. I then gave them my phone number and they found an insurance policy on my phone/phone number . I told them I had never taken insurance with them and to start with I would like to immediately cancel this insurance that was being charged to me.. .they then informed that I could not cancel it as " I Was Not the Policy holder " ...I know . They then wanted proof that the phone was indeed mine and in my name .I emailed them my MTN Tax Invoice with all my and my phone's details . They didn't receive it .so I sent it again . After much questioning from their side ..they cancelled the policy that was not in my name or ID number and sent me confirmation. I then asked for a full refund of all the monies they had incorrectly added to account to which they rep**** I should provide them proof that I had never taken out insurance with them in someone else's name/ID . So I contacted MTN customer care and obtained a full copy of my contract- which I might add showed no insurance request or waiver and the Record of Advice was not completed either. This i sent and was told it would be "escalated ". I followed up to be told they had not received it.sent it again ..confirmed receipt and was told it would be " escalated. " .Two weeks later I phoned to follow up and was told it would be "escalated ". I asked for their address so I could escalate this in person and they put me on hold for several minutes, then another lady - obviously a supervisor wanted to know why I wanted their office address and then proceeded to tell me that it was up to me to find the person who was the policy holder and That this insurance was in place since 2016 .I informed her that the contract I entered in with MTN began in September 2019 and only my personal details and signature is on said contract, so how could I be paying for insurance for something I never owned prior to that she said I must take it up with the previous company that handled MTN insurance . MTN claim that they have nothing to do with the insurance and they can't help ...they just bill you and take the money ....so beware ...