****ed off

I have cellphone insurance with you guys the premium gets deducted from my ackermans account I called to register a claim and it went through yesterday I got a message saying that my policy has been canceled I then phoned you guys one of your consultants told me my account is in in arrears which I was not aware of. I then asked for a way forward the consultant advised I need to speak to the department who registered the claim and they need to request that my policy gets re unstated as the claim has been registered I can then pay my arrears and go ahead with the claim. Now you guys are refusing, I need a way forward please