They don't assist and I want my cell phones being insured q

They send me sms telling that my cellphone insurance is canceled, when I call them they say because they didn't debit, when I ask them why they told on the 23rd of April that they can't debt on my account because they don't have permission to do so I had to go to my bank and tell that the iua will debit into my account. Why they didn't tell me all along because I've been wasting my air time money and filling in forms and they don't do anything all they know is to send sms telling me that they have canceled my cellphone insurance. They don't know how to interact with customers