being billed for insurance that i dont want

REQ *** on more than one attempt called in to cancel the insurance that was taken out on my Samsung S4. I upgraded to the Note 5 and asked that my insurance be cancelled. my old phone fell and the screen went black at the time I wanted to claim MTN was on strike t made it hard to claim. I was told by the people in store it would a lengthy process that might even be rejected. after that I didn't want the new phone covered an the old insurance removed. when I was billed next month I was charged. I had just come from hospital with a new born so at the time I allowed the debit order and later I called in to remove it, I was transferred to insurance and the phone rang close to an hour. I tried again same thing. I was told that they would load a message for the Insurance department to call me back. till today nothing happened. I now went in store to query this. it took me over 2 hours in store and still nothing was done. we called the call center because the system need the IME number of the old phone and it wasn't anywhere on their system. we were transferred to insurance and waited another 45min before the call dropped on its own. now im still being billed. someone get back to me