Bad service

I had a sim cover claim with Mtn insurance. In Vryheid KZN I told them I wanted to do a swip swop, I was told to pay for it and claim for refund at Mtn Insurance as they are Franchises. I did exactly as I was told, I than claim at Mtn for a refund of which every day I kept calling them. I eventually cancels the insurance on 13 January after the bad service I did without any help. Today I called the Insurance to enquire about my refund. I was told that I already cancelled the insurance. My question was that the claim was submitted on the 30 December 2019 and after being frustrated by the insurance I canceled it around 13 January.