*****

I have a contract with MTN, which was due for upgrade in September, I got a call from a sales consultant, and we agreed on an upgrade, I mentioned to the consultant that i do not wish to continue with the insurance on the current contract, the guy acknowledged it and processed the upgrade, my phone was delivered, to my surprise, on the 25th of September 2021, I was debited over R800.00, and my contract is for R499.00, I called MTN to enquire, and i was told i was supposed to cancel the policy, I sent an email to their customer care department, they didn't even bother to respond to my email, I finally contacted the insurance department on my own, and i was told to get a call recording in order to prove that i told the consultant i no longer want the insurance, I sent an email to the complaint department, to this date, they still didn't respond to my email, now what surprises me is, I have my original policy number, which I acknowledged and signed for in 2019, but the sms that MTN sent to me as proof of my policy being cancelled, is different from the one that I signed for, now, my question is, if my policy changed, who signed for it, is that not committing ***** when someone changes a policy on behalf of the client, and this refuses to give the client answers?