Jet Insurance not cancelled as request and debt keeps going up with no explanation

My 82 year grandmother has an account with Jet, I took a cellphone on her account which was paid in full - she took out insurance for the cellphone which I have been paying, I lost the phone and reported and got the phone replaced and I took a phone with a higher amount which meant I added R2000 on her account which I have been paying - the consultant signed us up with a new insurance for the new phone, 3 months down line which was February 2023 the I was ****** of that Cellphone at gunpoint, which I reported to the police and because I had lost my Job I could not pay the excess, I did not report my cellphone loss at Jet but had called to request the cancellation of the cellphone contract, to date that has never happened and a few months someone used my grandmother's account *****ulently - which was reported and we were told that someone withdrew money from my grandmother's jet account, this was sent to the ***** department.

We were told that the account would be blocked while the investigation is going on, so we were told to wait for the investigation before making payments. investigation started from March 2023 and was finalised in June 2023. We started making payments again - Luckily I got a job and took over the payments from grandmother - My biggest Issue is that the Debt keeps going up despite our payment - This month my grandmother got her Jet statement (which she does not receive every month) - When I checked the statement I noticed that cellphone insurance that we had asked Jet to cancel more than 18 months ago via phone and also follow up emails sent asking for the insurance to be cancelled but to date the insurance premium is being debited monthly and the debt is not reducing.

I am giving a last chance to cancel the insurance and if they cannot do that, I will have no choice but to write to the short term insurance ombudsman.